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Customer Success Advisor

4 months ago

Swindon, United Kingdom Improve International Ltd Full time

Improve International was established in 1998 by a group of veterinary surgeons from across the UK. We run Continuous Professional Development training from veterinary professionals to help develop the skills and knowledge required in practice. Our programmes utilise a combination of review lectures, case-based discussion and, where applicable, hands-on practical sessions. Within Improve we also have ‘The International School of Veterinary Postgraduate Studies (ISVPS)’. ISVPS is dedicated to providing veterinary surgeons, nurses and technicians with high quality, achievable qualifications that are recognised internationally. We are an international organisation with offices in the UK and Portugal.

**Job Purpose**:
A Customer Success Advisor is the first point of contact for our customers who have any queries. The Customer Success Advisor will ensure excellent service standards, respond efficiently to customer inquiries, maintain high customer satisfaction, and follow up to resolve any issues with their customers experience.

**Key Responsibilities**:

- Ensure customer satisfaction and provide professional customer support.
- Act as company gatekeeper for all enquiries via our online message service and telephone system, responding promptly to customer enquiries.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Meet personal/team KPI targets and call handling quotas.
- Go the extra mile to engage customers.
- Providing feedback on the efficiency of the customer success process.
- Compile reports on overall customer satisfaction
- Assist Exam Delivery Team with exam invigilation and other such tasks relating to exam day delivery.

**Requirements**:

- Proven customer success experience
- Strong phone contact handling skills and active listening
- Familiar with CRM systems and practices
- Competent IT skills, use of Microsoft office and ability to learn new systems.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills (written and oral)
- Ability to multitask, prioritise and manage time effectively.
- Ability to resolve conflict.
- Positive attitude and solution focused.
- Conscientious and adaptable to change.
- Ability to work as part of a team or on own initiative.
- Ability to work under pressure.
- Experience in the education sector desirable but not essential
- Flexibility within a rapidly evolving business

Pay: £27,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- Customer service: 3 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 15/02/2024