About the role
Job Description
Job Summary
Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to service offerings.
Essential Job Duties:
* Acts as the primary and oftentimes sole point of contact for customers. * Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations. * Increase sales volume via clarification of special offerings and upselling. * Deals with all publisher queries efficiently and accurately on the phone, email and chat. * Ensures customer questions and concerns are resolved with a satisfactory resolution. * Manages new and outstanding customer requests, responding to emails and providing updates in a timely manner. * Maintains up-to-date and accurate knowledge on the full range of Ingram services, to be able to advise customers appropriately. * Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately. * Liaison with internal teams across US, UK, and AU as necessary to meet the needs of the customer. * Support the drive for sales growth via effective execution of upselling. * Provide support and answer questions for third-party customer service agents, resulting in a positive customer experience. * Attend recurring virtual meetings with customers to provide white-glove level of service and support. * Maintain knowledge of industry best practices and components of customer success, such as metadata optimization and file creation compliance.
Other Duties:
* Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities.
Qualifications
Experience:
* Minimum of three years’ work experience in a related industry/field.
Education:
* O Level/GSCE level education required.
Skills:
* Possess strong oral and written communication skills * Manage workload by establishing priorities * Ability to operate successfully within a fast-paced environment * Ability to think critically in ambiguous situations * Handle accounts with minimum supervision * Flexibility is critical – must be able to adapt to frequent change with little or no negative impact to productivity * Ability to be flexible/multi-task based on workflow demands * Ability to speak, write and read the English language * Ability to develop constructive and cooperative working relationships with others, and maintain them over time * Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations · Ability to maintain consistent, punctual and regular attendance * Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person * Ability to engage in active listening with coworkers, management and clients/customers * Attention to detail · Knowledge of organization, operating procedures and policies of the company * Ability to apply new knowledge, technology and procedure to job responsibilities * Ability to meet and maintain performance objectives (standards) * Ability to maintain a full-time work schedule during normal company operating hours * French Speaking, beneficial
Essential Physical Demands:
* Ability to work flexible hours. * Standard office environment and mainly sedentary work. * Ability to travel if required.
Additional Information
Perks/Benefits
* Competitive salary * 23 days holiday plus Bank Holidays * Life Assurance * Continuous Professional Development and Training Opportunities * Free onsite parking at Milton Keynes * Free Hot drinks * Snack and Drink Vending machines on site in Milton Keynes * Long Service Awards * Cycle to Work Scheme