Achilles Information Limited

Customer Support Advisor

US-TX-Houston
4 months ago
ID
2017-3596
Maximum Salary (Salario máximo)
Competitive
Bonus
Yes

Overview (Información general)

The Customer Support Advisor provides professional and efficient administrative and customer care support through all aspects of servicing and maintaining existing and new customer accounts on Achilles systems. The Customer Support team ensures a smooth and streamlined process as part of the complete customer experience.

 

(Full role profile available on request)

Responsibilities (Responsabilidades)

Customer Satisfaction

  • Developing and cultivating relationships with customers
  • Main point of contact for resolving customer problems, issues, and queries via phone, letter, fax or email within agreed service levels
  • Escalating cases to appropriate personnel for resolution using internal call management systems
  • Occasional support in the delivery of client open days, exhibitions, training seminars, presentations, and consultancy work

Published Rate

  • Proactively contacting customers by telephone, email to ensure that their data is kept up-to-date
  • Accurately updating and maintaining customer details and account records using in-house applications
  • Carrying out other tasks to progress customer data from application to full registration on the database within agreed timescales (this may involve taking on specific project based activity)
  • Support quality checking of questionnaires and submissions received from customers
  • Working within a framework of corporate standards and policies

Retention

  • Maintaining an accurate and up to date call log of all customer communication
  • Maximising customer value by ensuring data is in date and searchable on the community at all times
  • Proactively contacting Suppliers to offer support and resolve potential issues before they occur
  • Proactively review customers’ accounts, to advise how the customer can achieve more value from the subscription

Qualifications (Cualificaciones)

Experience

  • Previous experience within a customer service environment
  • Experience within a B2B call centre environment would be preferable
  • Experience of using Microsoft Office, Excel, Outlook and Internet


Qualifications

  • No formal qualifications required

Person Specification

  • Accuracy and close attention to detail
  • Articulate and able to demonstrate verbal reasoning
  • Logical thought
  • Be numerate and literate
  • Good listening skills
  • Confident and pleasant manner when speaking to customers
  • Flexible approach and ability to meet tight deadlines

Options (Opciones)

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