Customer Support Coordinator
| Dyddiad hysbysebu: | 02 Medi 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 02 Hydref 2025 |
| Lleoliad: | RH6 |
| Cwmni: | Stark Software International |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 3e356121-907d-4b49-b720-ea8d23f821d8 |
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Purpose
To provide an excellent standard of customer support: efficiently dealing with queries and ensuring data is available to our customers. Enabling access to the Platform, encouraging engagement to enrich the customer’s experience.
Responsibilities & Accountabilities
- Provide consistently helpful, efficient and courteous customer support via telephone and email as required, progressing all customer queries through to completion.
- Manage Customer Support mailbox, taking ownership of allocated queries and prioritizing workload.
- Efficiently process orders: ensuring customers have access to their data, raising any anomalies within our SLAs.
- Manage allocated logs using Stark’s CRM database: actioning, reviewing and responding to all areas of individual responsibility in line with procedures and SLAs.
- Manage user’s onboarding experience, checking data and issuing log ins to the platform to enable registration.
- Provide ongoing support to all platform users and manage any resulting queries including escalating and liaising with other teams where required.
- Ensure assistance and training is provided: enabling users to identify reports, set parameters and schedules.
- Refer customers to our Platform Training & Engagement Specialist, if in depth training is requested
- Take ownership of complaints and see through to resolution, with the support of Customer Success team.
- Proactive use of telephone and follow up with emails to maintain clear audit trail.
- Identify improvements in service through building and understanding customer requirements, problem solving, sharing knowledge and suggesting continual improvements within the team
Responsibilities & Accountabilities
- 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 & Skillsn Specification, Competencies & Skills
Behaviours:
- 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.
- 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
- 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.
- Intermediate knowledge of Excel, Word and Outlook
- 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.