Customer Success Associate

2 days ago

Ely, United Kingdom Automated Systems Group Limited Full time

**Location**: Ely, Cambridge
**Type**: Permanent
**Hours**: Full time, 37.5 hours per week - Monday - Friday 8:30am - 5:00pm with one hour for lunch, unpaid.
**Salary**: £22,500

ASL (Automated Systems Group Limited) has grown to be one of the UK’s top independent suppliers of office services focussing on Managed Print Services (MPS), Unified Communications and software/IT.

ASL offer impartial advice and consultancy, delivering a strategic focus and assisting companies to achieve improved productivity and cost savings whilst providing them with market-leading quality, service and reliability.

We are a company that looks to build every department on the principles of customer care. With a high level of both customer and employee retention, we provide a Managed Service solution to most of our customers and many of these projects have required the introduction of innovative software solutions, managed and maintained by ASL.

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 customers queries
- Handle a high volume of inbound telephone calls, processing customer requests
- 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 DPD
- Work with the ASSIST and dispatch teams to effectively respond to service requests
- Promote automated methods for processing meter reading 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 objectives

**KEY MEASUREMENTS**
- Meeting departmental deadlines and achieving objectives
- Accurate and timely query resolution
- Acknowledge requests and queries within 24 hours

**SPECIAL REQUIREMENTS**
- Strong communication skills
- A passion for providing excellent customer service
- Good team player, demonstrating flexibility and adaptability

**IN RETURN WE OFFER**:

- Working hours Monday - Friday, 8:30am - 5:00pm with one hour for lunch, unpaid.
- Initially 23 Days annual leave in addition to Bank Holidays rising to 26 after 5 years service
- Excellent training & development opportunities within a growing organisation
- Life insurance
- BUPA health assessment
- Physical, mental and emotional wellbeing support for you and your family
- Volunteering leave policy
- 10% TradePoint (B&Q) discount
- Free parking

**Job Types**: Full-time, Permanent

Pay: £22,500.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Referral programme
- Store discount

Schedule:

- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Ely: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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