Customer & Client Success Executive

2 weeks ago

Thames Ditton, United Kingdom Jenrick Commercial Full time

**Customer & Client Support Executive Role**
**Technical Support within the Customer and Client Success team.**
An excellent opportunity has arisen for an enthusiastic and motivated individual who has an interest in technology and strong customer service skills. This role would suit someone who is keen to build a career within the technology world as you would be givenfull training on technical systems, packages and platforms as well as working closely with experienced team members on a daily basis.
The client is a well-established and respected e-payment provider in the UK education sector. The Company continues to grow and has ambitious plans to grow further while continuing to provide excellent customer and client support They have a great company cultureand everyone within the business works together as a team to achieve great results.
**The Role**
The primary purpose of this role is to provide support and assistance to clients and customers.
Reporting to, and directed by, the Client, and Customer, Success Supervisors the CCSE must work closely with other members of the C+CS team, the Sales Manager, Product Manager, and the Client Priority Managers, to ensure clients receive the highest possiblelevel of support and assistance.
To meet the primary purpose of the role the CCSE will be expected to fulfil the following tasks:

- Respond to inbound telephone requests for assistance from clients
- Manage and update the support software (Freshdesk) records relating to support requests raised via the support system
- Manage requests for assistance to completion - ensuring each step of the resolution process is recorded, and seeking assistance from other teams/team members as required, and informing the client/customer of progress
- Providing sufficient detail to other teams/team members if handing over a query that is beyond the ability of the CCSE to resolve
- Provide a weekly update report to both the Customer and Client Success Supervisors detailing issues raised in the previous 7 days and the steps taken to resolve
- Assist, and support, system implementations and go-lives as required
The CCSE will be expected to display the following traits:

- Active interest in technology
- Skilled communicator at all levels
- Ability to multi-task
- Enthusiastic, proactive and self-motivated
- Motivated to provide excellent service
- Good time management and prioritisation skills
- Comfortable working both independently and as part of a wider team
- Display a calm and reassuring approach
- Work effectively under pressure It is essential the CCSE possesses the following skills:

- Experience using software packages such as LogMeIn, TeamViewer etc.
- Telephone based customer/client service experience and good telephone manner
- Understands, and is able to effectively communicate, logical software packages and technical processes
- Problem solving - Able to go beyond their scope of knowledge to resolve an issue 4
The C+C Support Executive (CCSE) role is a full-time position, based at Thames Ditton, with the majority of work being carried out virtually and by telephone, although there may of occasion be the need to carry out limited field based activities.

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