Client Support Executive
Reporting directly to the Head of Core Markets, 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 the CEO.
Essential main job functions:
To deal with initial enquiries from our customers (by phone, email and Live chat) which use our online map shop to access and download a wide range of mapping 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 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 will include:
Pre and post sales/technical support to our clients Customer account administration In-bound email handling, In-bound call handling, Live chat engagement, Generating quotations, Customer enquiry resolution, Introductory calls to new company`s customers, Annual licence renewals process, Client info data entry into CRM, Ad-hoc support for the Management
- Customer Services