Customer Engagement Specialist

5 months ago

Manchester, United Kingdom Nimans Ltd Full time

**Job Title**:Customer Engagement Specialist

**Salary**: Up to £26,000 p/a

**Benefits**: Hybrid Working | Pension | Medical Cash Plan | Life Assurance | Birthday Off | Discounted Gym Membership and more

**About the Role**

As part of a busy customer facing team, your primary role is to deliver outstanding customer service and support to our Resellers. This role provides support and order management of all the products Nimans Connect deliver. With a can do attitude, you will have a clear and effective communication style, and be able to work with multiple work streams ensuring set service level agreements (SLAs) are met. As an ambassador for the company, you will take ownership of our reseller support requests, orders, issues and enquiries, ensuring a right first-time approach. Provisioning and processing orders, responding to tickets, liaising with suppliers all to the highest standard of quality.

**What you will be doing in this role**
- Provide excellent service via telephone, ticket portal and ordering portal.
- Ensure all orders across all product sets are placed accurately and with agreed service level agreements (SLAs).
- Manage a ticketing inbox, ensuring reseller tickets are responded to and dealt with in full, to the Resellers satisfaction and within SLA.
- Build relationships with Resellers while dealing with queries, offering support and guidance, and understanding their needs, whilst ensuring company objectives are met.
- To provide a right first time level of service taking ownership of queries, ensuring customer expectations are met. (under promise and over deliver).
- Deliver a high quality of work ensuring accuracy to keep credits to a minimum.
- Identify and report any issues with support, systems or services that may impact our reseller experience as we aim to be the very best we can be and strive to be the partner of choice and ensure customer loyalty.
- Suggest improvements to day to day running of team, process and portals.
- Work with the Service Relationship Manager in onboarding new resellers, demonstrating how to use the portal and place orders.
- Be able to demonstrate an ability to work within a pressured environment, meeting both internal and external SLAs.
- Build relationships with internal departments ensuring the business is always at the heart of any decision.
- To deliver against the key business objectives, the service level agreements and individual key performance indicators.
- Keep up to date with new products being brought into the portfolio.
- Undertake other duties, as per your managers request.

**What you will bring to the role**

**Essential**
- Previous experience in a telecoms environment, with an operations / customer service background
- A good understanding and experience of order management and delivery
- Excellent problem solving skills
- Excellent communication skills, telephone manner and written skills
- A flexible and positive outlook/ attitude
- Time management skills
- Understanding of Microsoft Office

**Desirable**
- Partner support experience
- Ability and interest in understanding new technologies within the industry
- Experience using Abillity mosaics and ITIL based ticket systems

**Interested?**

**_Nimans is part of the Midwich Group. We are an equal opportunity employer and welcome applicants from all backgrounds. If you meet the requirements and are interested in this opportunity, please submit your CV for consideration._

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