Sales Support Administrator
5 days left
- Full Time
Sales Support Administrator
The main duties of the role are outlined below. This is not extensive but should be used as a guideline as to what to expect day to day and be indicative of the skill set needed by applicants.
Our Account Management Team
Following successful delivery of a new implementation our Account Management Team provide a key element of our customers ongoing CloudCall experience. The teams focus is to ensure that all our customers’ needs are dealt with and that their expectations are met.
Communication into the team can be via phone, email, or internally generated.
Our team are highly motivated toward customer satisfaction and are therefore extremely customer focused. Our ethos is to be positive and accommodating, to treat each customer individually and remain motivated to ensure that we always offer the highest level of assistance. Going above and beyond for the benefit of our customer or colleagues is never discouraged.
Sales Support Administrator
This role is varied and often the first point of contact for incoming customer enquiries or outbound responses, you must be able to handle any customer communication in a friendly, polite and coherent manner, ensuring that each query is treated with the required level of importance and handled in the appropriate way. This role is an entry level role into the team with a progression path into being a customer responsible Account Manager.
Key Primary Responsibilities:
- Maintain excellent knowledge of the CloudCall product and services portfolio
- Process new orders, service upgrades or reductions on behalf of the primary Account Manager
- Analysing customer usage statistics to provide Account Managers with customer insights/trends
- Process incoming calls and emails to the Account Management Team
- Follow up with customers on behalf of Account Managers to aide proactive communication
- Alerting Account Managers to any potential customer issues within their remit
Essential Skills and Experience:
- Ability to follow procedures
- Ability to work under pressure
- Adaptable approach to customer needs
- Attention to detail
- Clear communicator
- Committed work ethic
- Demonstrate the importance of ownership
- Experience of working within a busy team
- Literate and professional written communication skills
- Organisation and prioritisation
- Punctuality and reliability
- Quick learner
- Understanding of Microsoft Excel and using spreadsheets to analyse data
Desirable Skills and Experience:
- Awareness of GDPR and ISO9001/ISO27001 or equivalent standards
- Experience of cloud based technologies
- Knowledge of Microsoft Operating Systems
- Previous use of Salesforce CRM
Whilst our designated Account Managers primarily handle customer interactions this role is in place to assist the team and processes various activities when requested to do so. In addition, there will be requirements to provide supportive functions to all Customer Service teams and work alongside those teams to enhance our Customers overall CloudCall experience.
Processing new orders and service upgrades (Primary Duty)
When a customer requests a new service or an upgrade of an existing service the Account Management Team processes the request in line with company procedures. You will process these requests as required and ensure that both the Account Manager and the customer are communicated with at every stage. Company processes must always be followed, and all relevant details recorded against the customers record in Salesforce.
Processing license reductions and cancellations (Primary Duty)
When a service downgrade or full termination is requested by a customer you will process these requests as required, ensuring that all company procedures are followed. The designated Account Manager and the customer will be communicated with at all stages and all information recorded in Salesforce.
Process incoming calls and emails (Primary Duty)
You will answer calls in a pleasant, professional manner identifying the nature of the call and decide the appropriate action to take. You will be a primary entry point for calls into the team and you should attempt an immediate and satisfactory resolution to the query or transfer it on to the relevant team. We operate a ‘non-call centre’ ethos, therefore it is essential that you treat each customer appropriately and individually. You will respond to all emails in an appropriate, coherent manner ensuring that you take any necessary actions that might be required. In all instances it is imperative that our customer is acknowledged and made aware that their issue is being dealt with.
Analysing customer usage statistics (Primary Duty)
You will be the primary recipient of weekly customer usage statistics, these need to be assessed and any notable trends highlighted to the relevant Account Manager. Identifying customers whose usage of our services has significantly dropped over a period is vital and addressing the underlying reasons for that drop is a key part of churn management and prevention. You will continue and develop the way in which we analyse this data.
Assisting Account Managers (Primary Duty)
Our Account Managers will utilise you to assist them in their day to day customer management. This will vary greatly and will be dependent on the specific needs at the time. Our teams focus is growth, retention and customer satisfaction, when required the team will call upon you to assist them with any tasks they are currently involved with. This could be following up previous communications, making initial contact with customers when an inbound communication is received or helping with administrative tasks.
Monitoring customer support cases (Secondary Duty)
Knowing what issues our customers are experiencing and how regularly they are interacting with our support team is vital for spotting early signs of dissatisfaction. You will monitor the number of support cases being raised across our EMEA customer base and alert the relevant Account Manager if you note signs of potential down trends in a customer’s satisfaction levels.
Understanding of Salesforce CRM (Preferred Knowledge)
We use Salesforce as our internal CRM, having an understanding or previous use of Salesforce is as an advantage.
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