Customer Success Associate

1 month ago


Ely, United Kingdom ASL Systems Group Full time

The role of Customer Success Associate is varied, with a focus on customer service delivery and related tasks, required to support the day-to-day operation of the business.

KEY RESPONSIBILITIES

  1. Provide excellent customer service both internally and externally, communicating professionally at all times, using a variety of communication methods.
  2. Take part in product and solution training to understand customer queries.
  3. Handle a high volume of inbound telephone calls, processing customer requests.
  4. Handle and process requests for service and consumables using a variety of different methods - e.g., telephone, email, portals, website.
  5. Assist with the collection and processing of meter readings, with a focus on automated methods.
  6. Review and administer the use of manufacturer portals to assist with service delivery and meter reading input.
  7. Respond to queries and issues for service provision involving third parties e.g., DP.
  8. Assist with monitoring and handling multiple email inboxes, portal alerts, work pools, and related input.
  9. Work with the ASSIST and dispatch teams to effectively respond to service requests.
  10. Promote automated methods for processing meter readings and service requests such as software, portals, web, etc.
  11. Promote ASL’s products and services, e.g., ECO boxes.
  12. Maintain and update customer records with relevant current information.
  13. Provide customer support when and where required.
  14. Work to create a Customer Experience review objective.

KEY MEASUREMENTS

  1. Meeting departmental deadlines and achieving objectives.
  2. Accurate and timely query resolution.
  3. Acknowledge requests and queries within 24 hours.

SPECIAL REQUIREMENTS

  1. Good team player, demonstrating flexibility and adaptability.

IN RETURN WE OFFER:

  1. Working hours Monday – Friday, 8:30 am – 5:00 pm with one hour for lunch, unpaid.
  2. Initially 23 days annual leave in addition to Bank Holidays, rising to 26 after 5 years of service.
  3. Excellent training & development opportunities within a growing organization.
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