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Client Support Executive

Posted 11 April by Austin Clark Recruitment Limited Featured Ended

A leading firm based in Eversley are looking to recruit a Client Support Executive to join their small but busy team.

Position Overview

  • Reporting directly to the Customer Service Manager, the role’s key focus is ensuring customer satisfaction and responding to all inbound enquiries in line with business process policy. This involves direct engagement with the customer that may involve product quotations, technical and administrative support, website walk-throughs, product guidance and licensing advice. The role also provides administrative support to the Sales team and occasionally to the CEO.

Essential main job functions:

  • To deal with initial enquiries from our customers (by phone, email and Live chat) which use our online shop to access and download a wide range of data. These customers will vary from domestic "one off" purchasers to regular business users who may require our services on a daily basis.

  • To ensure problems our customers encounter with our services are followed through to resolution or escalated up if needed.

  • Assisting the sales team with the generation of quotations and in some instances supplying these directly to the customer, raising invoices, processing payments and at times supplier liaising.

  • Introductory calls, offering support to newly registered or subscribed users. If further development or growth opportunities arise from this then to ensure it is discussed and that you liaise with the relevant Account Manager.

  • To participate in daily meetings within the Support team and quarterly Sales/Marketing/Support team meetings.

  • To accumulate useful feedback and relaying this to the Customer Service Manager, ensuring we continue to improve our products and services portfolio.

  • To ensure a high standard of administration on our CRM which will involve adding new users, office locations, billing details and account permissions. This will also include detailed notes of any activity you have had with the customer.

  • An ongoing responsibility to learn and familiarise yourself with new products and services which are developed and launched.

Day to day activities may include:

  • Pre and post sales/technical support to our clients

  • Customer account administration, new customer account administration, client info data entry onto CRM

  • In-bound email handling, In-bound call handling, Live chat engagement

  • Generating quotations, Customer enquiry resolution, Annual licence renewals process

  • Event Support, Social Media Support

  • Invoicing, Sales Team support

  • Contract creation

  • Handbook administration

  • Ad-hoc support for the Management

Skills required:

  • A high level of accuracy and attention to detail when inputting data and completing tasks;

  • Proactive, can do attitude;

  • Stress tolerant;

  • Ability to prioritise tasks;

  • IT literate.

Hours are 9.15 - 5.30pm Monday - Friday + 25 days holiday + free parking.

Please note you MUST be a car driver due to location as it is not accessible via public transport.

Keywords: customer services / customer support / sales admin / order processing / admin / data entry / account management / licences / renewals / quotes

Required skills

  • Admin
  • Customer Support
  • Data Entry
  • Quotations
  • Sales Administration

Reference: 34879487

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