Customer Success Specialist

1 month ago


Ely, Cambridgeshire, United Kingdom ASL Systems Group Full time
Customer Success Associate

The role of Customer Success Associate is multifaceted, focusing on delivering exceptional customer service and related tasks to support the day-to-day operation of the business.

Key Responsibilities
  1. Provide top-notch customer service both internally and externally, communicating professionally at all times, using a variety of communication methods.
  2. Participate in product and solution training to gain a deeper understanding of customer queries.
  3. Handle a high volume of inbound telephone calls, processing customer requests in a timely and efficient manner.
  4. Process requests for service and consumables using a range of different methods, including telephone, email, portals, and website.
  5. Assist with the collection and processing of meter readings, with a focus on automated methods.
  6. Review and administer the use of manufacturer portals to assist with service delivery and meter reading input.
  7. Respond to queries and issues for service provision involving third parties, such as DP.
  8. Assist with monitoring and handling multiple email inboxes, portal alerts, work pools, and related input.
  9. Collaborate with the ASSIST and dispatch teams to effectively respond to service requests.
  10. Promote automated methods for processing meter readings and service requests, such as software, portals, and web-based solutions.
  11. Promote ASL's products and services, including ECO boxes.
  12. Maintain and update customer records with relevant current information.
  13. Provide customer support when and where required.
  14. Work to create a Customer Experience review objective.
Key Measurements
  1. Meeting departmental deadlines and achieving objectives.
  2. Accurate and timely query resolution.
  3. Acknowledge requests and queries within 24 hours.
Special Requirements
  1. Good team player, demonstrating flexibility and adaptability.
What We Offer
  1. Working hours Monday – Friday, 8:30 am – 5:00 pm with one hour for lunch, unpaid.
  2. Initially 23 days annual leave in addition to Bank Holidays, rising to 26 after 5 years of service.
  3. Excellent training & development opportunities within a growing organisation.


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