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- £28-£30K based upon skills and experience, hybrid working
- Languages:
- Benefits and location as usual
- Serve as lead point of contact for clients, answering questions, addressing concerns, finding solutions, communicating Kodak updates, and handling transactional sales opportunities.
- Build and maintain strong, long-lasting relationships with clients, and proactively address client retention and growth.
- Monitor service, equipment, and consumable contracts to ensure execution of Terms & Conditions, including profitability approved by the business.
- Evaluate the customer’s current service plan and provide recommendations based on the client’s needs and suite of products.
- Monitor clients recurring revenue trends while driving efficiencies through the entire ordering process and educating and driving use usage of Partner Place.
- Coordinate each department to deliver and exceed the requirement of the customer.
- Partner and understand internal departments, processes, and stakeholders. This includes, but not limited to, Service, Invoicing, Implementation, Contracts, Incident Handling, Engineering, and Credit and Collections.
- Align with Sales team on customer expectations, growth, and retention strategies. An emphasis on driving a positive experience with both new and current equipment and assisting Sales.
- Collaborate with Sales team to identify upsell opportunities, and referrals while keeping customers satisfied and engaged with the current product portfolio.
- Assess client needs and find creative solutions to assist and manage challenging customers requests and escalation.
- Proven customer service or business administration experience and ability to liaise with different contacts at all levels of the organisation
- Strong customer service and interpersonal skills with the ability of dealing with and resolving conflict with internal and external clients.
- A minimum of 1 year experience, within the Customer Operations team, is preferred.
- Excellent communication skills with both oral & written fluency, at business level in German are essential.
- Fluency, at Business level in any other European language is desirable but not essential.
- Ability to:
- present, communicate and leverage ideas to internal and external clients
- work on own initiative and as part of a team
- work under pressure and to tight deadlines
- prioritise workload and manage time effectively
- Influence and change processes and procedures
- Manage time effectively, multitask and handle multiple client requests at once
- Advanced organizational skills and attention to detail
- PC skills – competency with Outlook, Excel, Word, Powerpoint and SAP
- Forward thinking and open to new processes/process improvements
- A pro-active and flexible attitude
