Customer Service Administrator

Company Overview:Our client builds products to help research publishers with research production and distribution. Theyare launching a new product called DDR, which facilitates the management of entitlements for all participants in the investment research distribution flow - including research producers, consumers, and aggregators.

Team Size:They are currently a small team of 5 and are looking for a customer service administrator to join them. This role involves helping with the onboarding of new clients and servicing their needs going forward.

Key Responsibilities and Duties:

• Answer incoming emails and calls from clients to assist with general queries. Use judgement to answer immediately or seek input from the team first.
• Update Hubspot CRM for all client interactions.
• Create accounts for new clients on DDR, ensuring all necessary information is provided.
• Follow up on entitlement requests to ensure they are responded to in a timely manner.
• Report any bugs or issues encountered during client setup to the development team.
• Work closely with the team to improve processes and client experiences.

Skills and Experience:

• Effective communication skills.
• Highly organized with the ability to accurately follow protocols to deliver consistent service.
• Adaptable, flexible, and able to react positively to change in a small company setting.
• Strong work ethic with the ability to work within defined timescales.
• Polite, patient, empathetic, and understanding of people's personal circumstances.
• Team player.
• Proficient in Microsoft Excel and using CRM systems like Hubspot.
• Able to plan and efficiently manage own workload.
• Interest in technology is ideal, given the new technology product focus.

Other Information:

• This is an office-based, full-time role (9am-5pm) with a competitive salary and pension.
• The role may become hybrid (office and home) over time.
• Adherence to all company policies and procedures, including Codes of Conduct, Information Security, Environmental, Health and Safety, and Quality Management Systems.
• Candidates must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check.

This is an opportunity to be part of a small dynamic team expected to grow significantly over the next 12-24 months. If you are enthusiastic about customer service and interested in joining a technology-focused company, we would love to hear from you.