| For: Customer Support Co-ordinator
Bar Hill
£12.00 per hour
Meyer Scott Ref: VR/04286
Global Customer Support Co-ordinator
Summary:
Reporting to the Group CS Manager, you will be responsible for engaging and developing a strong connection with customers in a given region, improving service levels, driving adoption of the tools and processes (products) available to the teams to promote efficiency and customer loyalty. You will be a trusted advisor to the teams working with them so they can develop their local teams in a way that promotes customer loyalty, through consistent customer experiences, regardless of location and channel.
This role will make you an expert using and supporting products, that allow our customer facing teams deliver great service, seamlessly, providing them with the right information at the right time, to provide consistent great customer experiences.
Building relationships with our global customer support teams will make you an authority on best practice around customer contact, pre & post-sales support and order management, using our support products: Oracle ERP, Salesforce & ServiceMax, understating how our customers use our products and the day to day challenges they face. You will be the key advocate for the customer support teams and set an example for how exemplary customer care is managed in.
We are looking for an exceptional client facing Customer Success Co-coordinator to support regional customers; bringing delight to the teams with a consistent response and professionalism.
Located in our Cambridge UK office you will be in the hub for Customer Support Excellence and be an integral part of this growing Services Team.
Key Areas of Responsibility
1) First Contact Customer Care Response: Be the front line individual responsible for inbound Customer Care contact. Bring high energy and people skills to the forefront in every interaction. Treat our customers with honesty, responsiveness and integrity; Bring your natural curiosity to play and let your creativity and tenacity solve not just an individual incident but spend time looking into the bigger picture.
2) Support Escalation Management: Use your customer advocacy skills and work cross functionally to carry and solve the problem all the way through by interacting and supporting development, product management, quality assurance and account managers. Be part of the problem solving team and rationalize the information gathering into actions and results for our customers.
3) Incident Management and Reporting: Understand the customer landscape and health index by implementing and managing the numbers. Use systems and metrics to guide decision making processes for support and development. Using data to illustrate and support account health conditions and hold teams accountable to service level agreements and agreed response timeframes.
4) Service Level Management - We hold ourselves accountable through service level management and the Customer Experience Executive is the owner of our practices. The standard of a service level agreement is more than the paper; it is about attitude and resiliency to insure that breaches do not occur so you will need to be a think-ahead kind of person. Sometimes incidents occur and in these cases it will be your responsibility to bring together, leading the teams to respond, resolve and prevent; and deal with customer communications and response strategies in an agile, professional way.
5) Support Infrastructure Management - as a growing global company the Customer Experience Manager has to plan and manage our support infrastructure from the service desk management products through to the response guidelines; standard troubleshooting guides and technical support documentation
Great if you have...
• Strong customer first attitude who can become a trusted advisor and advocate for the customer support teams with a Hyper-responsive nature and able to create a sense of confidence in your daily customer interactions
• Exceptional written and verbal communication skills, with a natural curiosity and investigation skills, nurturing strong cross functional relationships in a positive and productive way to drive customer outcomes.
• Detailed oriented and able to multi-task effectively
• Familiarity with customer care processes and solutions; call center, support center and order management systems
• Developer of work structures that are well understood, operationalized and measurable
This role would suit a people person with the drive and ambition to be a part of a very successful team driving customer centricity throughout Domino.
Customer Support Co-ordinator
· Customer Facing Role experience (call centre, sales support or similar).
· 1 of 3 Product skills; Oracle (or similar), Salesforce (or similar), SMax (or similar).
· Ability to work under pressure - used to SLA driven environment.
· Demonstrable experience as a solution provider.
· Driven by providing a great service.
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