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Customer Service Advisor

3 months ago

Hucknall, Nottinghamshire, United Kingdom RM Education Limited Full time

Overview:

About RM


At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide.

What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions.

We have a clear purpose to enrich the lives of learners worldwide.


To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environments for all.

To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.


Job Purpose
As a Customer Service Advisor - international, your role involves several crucial responsibilities. You'll be assigned a selection of key international customer accounts. Your goal is to maintain strong relationships with these customers, ensuring their satisfaction and promoting long-term partnerships. As a primary point of contact, you will provide outstanding customer service. This involves promptly addressing queries, resolving complaints, and ensuring smooth communication between yourself and our customers. You will be required to efficiently manage order processing—from end to end. Accuracy and attention to detail are essential to ensure accurate invoices and timely deliveries.

You will be expected to prepare reports related to order management and use your analytical skills to guide decision-making and help enhance overall performance.

You will work closely with the International Sales Managers and other key stakeholders throughout the business. Effective communication is vital for resolving product and service-related queries and achieving first contact resolution.

Responsibilities:

Main Responsibilities

  • To answer all types of multichannel customer contacts, along the customer journey from the point of interest to order through to postdelivery issues, any servicerelated complaints, product, or servicerelated questions and in response to customer insights and feedback striving to achieve a first contact resolution at all times.
  • To attend all types of communication meetings such as business updates, team meetings and product demonstration days.
  • To take responsibility for their own development plan to ensure that they are performing to a standard of performance that supports and achieves our customer satisfaction goal, engaging in and making contributions to all coaching and development sessions.
  • To support the International Customer Service Manager in the testing and implementation of processes and procedures that ensure the continued improvement in the efficiency and quality of all elements of the order to cash process and our service promise.
  • To take responsibility for keeping abreast of current processes, procedure, systems, and technologies to ensure a good standard of performance is delivered.
  • Maintain a strong network across all business functions, with close collaboration and ways of working to consistently deliver great endtoend service excellence, across all stages, channels, and touchpoints in the customer journey.
  • To undertake any other duties as required which are commensurate with the grading of the post.

Experience:

Knowledge, Skills & Experience

  • Must be multilingual with proficiency in English and at least one other language.
  • Excellent verbal communication skills in both English and the target language(s)
  • Ability to type and translate quickly and accurately.
  • Knowledge of cultural nuances and sensitivity to cultural differences
  • Ability to maintain confidentiality and professionalism in all interactions.
  • Excellent communication skills written, verbal, grammar and punctuation.
  • Ability to work to deadlines and prioritise and have excellent time management skills.
  • Ability to be adaptable, flexible, agile, resourceful, and multitask.
  • Excellent decision, judgement, problem solving, conflict management and influencing skills with the ability to analyse data and information.
  • Ability to demonstrate empathy and emotional intelligence.
  • Strong work ethic and be selfmotivated and proactive and ability to remain calm under pressure.
  • Ability to work cross functionally and collaboratively, demonstrating great teamwork.

What's in it for you?


As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus.

There are lots of voluntary benefits too.

You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme.

You could even earn yourself an extra bonus f