Customer Success Co-ordinator
| Dyddiad hysbysebu: | 30 Awst 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 29 Medi 2025 |
| Lleoliad: | RH6 |
| Cwmni: | Stark Software International |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | f995f09a-9001-46ce-9185-c5e068ac6e73 |
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Purpose
To optimise the customer experience, by helping teams to prioritise customer care; voicing the customer concerns and tracking customer pain points.
Responsibilities & Accountabilities
- Manage the resolutions mailbox, ensuring all complaints are acknowledged within 48 hours and are logged in Stark CRM system, for escalation and resolution.
- Tracking complaints in Monday.com
- Oversee all customer complaints and escalations, ensuring colleagues are following the agreed process and any issues are resolved promptly.
- Follow up with teams where our KPI’s are not met and work to overcome hurdles.
- Review closed complaints, identifying the root cause and ensuring this is captured in a root cause review.
- Report to the wider business on our performance. Highlighting root cause reviews in progress to resolve these.
- Support root cause reviews, ensuring adequate notes and actions are documented and target dates met.
- Contribute to the monthly at-risk customer meeting.
- Use NPS feedback to identify root causes that could generate (or already are) complaints, investigate and raise with relevant department and track progress.
- Participate in regular training/ learning activities to maintain and develop skills and knowledge.
- Adhere to all Stark policies, procedures and working practices.
- Ensure the health and safety of yourself and others who may be affected by what you do; use work equipment provided safely and co-operate with managers to provide safe systems of work.
- Any other reasonable duties as required.
Person Specification, Competencies & Skills
Behaviours:
- Diligent, proactive, driven towards outcomes, methodical and energetic.
- Consistently professional, confident, and calm even in challenging situations.
- Demonstrate a customer focused approach; and an expectation of others to do likewise.
- Supportive and helpful team player with a flexible and positive attitude.
- Proactively share knowledge, skills, and experience with others to increase team performance.
- Deliver a high volume of quality work on time.
- Strive to get things right first time.
- Strive to meet objectives and improve performance.
- Highly organised with good attention to detail
- Prioritise work well.
- Work effectively and responsibly without close supervision.
- Reflect and evaluate own performance to identify areas for improvement; maintain a learning and development plan.
Communication & Interpersonal Skills:
- Articulate, professional and clear verbal communication skills.
- Analytical and always looking to challenge commonly held thought or belief.
- Present information clearly and in an engaging way.
- Good interpersonal and rapport-building abilities.
- Precise and appropriate written communication skills.
- Good telephone manner
- Good listener; can understand the needs of customers and colleagues.
Technical Skills & Knowledge
- Intermediate Microsoft office skills, particular with PowerPoint and excel.
- Strong problem-solving and analytical abilities
- Keep up to date with advances in business area, new methods and ways of working.
- Strong administrative and organisational skills.
- Confident and accurate use of departmental computer systems/databases.
Apply today. Successful candidates will hear from us within 10 days.
Stark Group are an equal opportunities employer. We are committed to a working environment that is free from all types of discrimination, is inclusive, champions diversity and empowers our people so that everyone can bring their whole self to work and is valued for their specific skills, experience, and vision. We celebrate diversity and are committed to creating an inclusive environment for all employees, creating a progressive, open, and inclusive workplace.