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Customer Service Associate
3 months ago
Our client is looking for driven, results orientated and customer obsessed Onboarding Support Specialist to support and onboard customer as well as improve onboarding processes.
You will be directly responsible for impacting a customer's first experienceof working with the business, working to KPIs that directly measure customer experience.
The Onboarding Support Specialist is an EU role focusing on customer onboarding and support.The key responsibilities for the role revolve around i) Supporting directly and indirectly (partnering with the sales team) the customer onboarding journey ii) continuallyreviewing processes and working with stakeholders to improve the overall customer support experience.
Key Responsibilities:
- Work as a customer onboarding & support SME. Follow SOPs in order to support customers set up their shipping accounts and to start shipping as fast as possible.
- Support shippers and/or internal teams to set up rates, understand how to work with the client, set up their operations and integrations to print labels to hand packages to launch shipping with them.
- Work with stakeholders to solve shipper issues during onboarding, and work with partner teams to solve the root cause of these issues.
- Work to update shipper facing content, map dependencies, review and identify process gaps in the purpose of driving process improvement initiatives to improve the customer experience.
- Work crossfunctionally in a highly complex area with multiple stakeholders, partnering with Product, Marketing, Commercial, Sales, Customer Programs and Operations to drive change, and influence stakeholders.
- Be able to work with qualitative and quantitative data to dive deep into customer onboarding performance, and use this data to build solutions for improvement.
- Fluent in English and 1 additional language between Italian, French and/or Spanish
- Bachelor's Degree or equal experience
- Experience working in client facing roles, ideally in a sales or customer support function.
- Proven ability to work with crossfunctional teams to drive growth and process improvement for your business.
- Always does what is right for the customer
- Relentlessly customer focused
- Ability to work well in a fastpaced environment and multitask in a highenergy environment.
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.
