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Title: Customer Support Co-ordinator
Job Type Permanent
Job Hours Full-time
Temporary to Permanent - role available immediately
Job description
Front line Customer Services for inbound enquiries and order processing requirements across the suite of products and services, including but not limited to software, hardware, training, support and administration.
Creating Orders, quotes (via NAV) and offering advice to our customers on our range of products (full training will be given) to make sure they are buying the correct products for their condition.
Working in the blind and visually impaired market, you will be the main contact for our customers, resellers and new business for England, Wales, Scotland and Ireland and shall support their requirements in a competent and professional manner.
Key Responsibilities
· Handle all inbound sales enquiries across phone, email, web and from other departments with professionalism and efficiency
· Continue to build customer and reseller relationships through regular engagement and account management activity.
· Develop sales opportunities following up on marketing campaigns coupled with outbound sales activity.
· Provide regular updates to customers on order progress, specifically if there are changes to specification or delivery arrangements
· Develop and maintain a comprehensive understanding of the suite of products and services
· To have the capability to proficiently manage your time and output expectations with fluctuating workload
· Management of the booking of customer demonstrations and training with field-based staff
· Support all staff with order processing requirements
· Effective completion of customer and reseller records in Dynamics Navision (NAV)
· Regular reporting into the head of Sales and Marketing
· Support business requirements, including but not limited to; executing marketing campaigns, events, training, support, administration etc.
· Support other areas of the business in the event of departmental training, holiday cover, sickness or the like
· To communicate effectively with the other functions within the business that are part of the end to end sale, order, delivery, support process
· To escalate in a timely manner should any part of the day to day process cause a measurable impact on the customer experience or have an impact on the financials of any order.
Knowledge & Experience
Essential
· Positive, proactive attitude and the willingness to learn.
· Capability to manage change.
· Proficiency in IT and computer systems including Microsoft Word, Excel and Outlook. Experience on Microsoft NAV would be beneficial, but not essential
· Ability to work in a fast-paced environment, and manage workload
· Excellent team development skills and professionalism
· Effective management of customer, internal and external stakeholder relationships
Desirable
· Experience in the Assistive Technology industry would be beneficial, although not essential
· An interest in and working knowledge of Assistive Technologies, but not essential
· Customer service/relationship training, if not this can be provided.
Qualifications
Desirable
· Customer services qualification, but not essential
Competencies
· Self-starter
· Resourceful and confident
· Ability to build strong working relationships
· Customer focussed
· Goal orientated
· Excellent written and verbal skills
· Effective organisational skills
This is a temporary to permanent opportunity with an immediate start. The hours of work will be Monday to Friday 9.00am - 5.00pm. Driving licence is essential.
Our client is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
INDKTT
