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Customer Success Associate
3 months ago
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
- Provide excellent customer service both internally and externally, communicating professionally at all times, using a variety of communication methods.
- Take part in product and solution training to understand customer queries.
- Handle a high volume of inbound telephone calls, processing customer requests.
- Handle and process requests for service and consumables using a variety of different methods - e.g., telephone, email, portals, website.
- Assist with the collection and processing of meter readings, with a focus on automated methods.
- Review and administer the use of manufacturer portals to assist with service delivery and meter reading input.
- Respond to queries and issues for service provision involving third parties e.g., DP.
- Assist with monitoring and handling multiple email inboxes, portal alerts, work pools, and related input.
- Work with the ASSIST and dispatch teams to effectively respond to service requests.
- Promote automated methods for processing meter readings and service requests such as software, portals, web, etc.
- Promote ASL's products and services, e.g., ECO boxes.
- Maintain and update customer records with relevant current information.
- Provide customer support when and where required.
- Work to create a Customer Experience review objective.
KEY MEASUREMENTS
- Meeting departmental deadlines and achieving objectives.
- Accurate and timely query resolution.
- Acknowledge requests and queries within 24 hours.
SPECIAL REQUIREMENTS
- Good team player, demonstrating flexibility and adaptability.
IN RETURN WE OFFER:
- Working hours Monday – Friday, 8:30 am – 5:00 pm with one hour for lunch, unpaid.
- Initially 23 days annual leave in addition to Bank Holidays, rising to 26 after 5 years of service.
- Excellent training & development opportunities within a growing organization.
