Client Support Specialist

4 weeks ago


Waterlooville, Hampshire, United Kingdom The West Group Ltd Full time
Job Overview

Under the guidance of the customer service team leader, oversee customer support operations and enhance customer experiences. Collaborate with the sales team to meet quality standards and achieve organizational objectives.

Maintain awareness of customer dynamics, company goals, and departmental targets while contributing to their successful realization. Support the sales framework, manage workloads, and facilitate collaborative solutions. Provide essential support to the account management and business development teams to monitor and fulfill the sales strategy.

Key Responsibilities:

  • Manage a specific portfolio of customer accounts, including pricing for assigned clients and analyzing potential areas for growth.
  • Coordinate the customer returns process, ensuring timely resolution of service inquiries to enhance customer satisfaction. This includes organizing meetings and communications with relevant stakeholders.
  • Respond to inquiries received via website, phone, and email promptly.
  • Input Sales Orders into SAP after verifying the accuracy of details, ensuring precise sales quote management.
  • Effectively categorize and delegate items from the sales inbox to the appropriate customer service or account management teams.
  • Handle incoming calls and log activities using TWG CRM.
  • Approve internal SAP documentation to maintain accuracy and prevent future discrepancies.
  • Collaborate with other departments to fulfill customer documentation needs.

Client Relationship Management:

  • Develop and nurture strong relationships with clients, gaining insights into their needs and objectives.
  • Support colleagues in fostering and maintaining their client relationships.

Customer Satisfaction:

  • Ensure high levels of customer satisfaction by addressing escalated client concerns effectively.
  • Encourage a customer-focused mindset within the team.

Essential Skills:

  • Excellent communication and cross-departmental collaboration skills.
  • Positive outlook towards change and continuous improvement.
  • Strong organizational skills with the ability to prioritize tasks and multitask effectively under pressure.
  • Proficient in Microsoft Office applications.
  • Ability to perform data analysis.
  • Proactive approach to problem-solving.


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