Vacancy Details

  • Vacancy Details

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  • Advert Title Customer Service Executive
  • Advert Text

    FTA is looking to recruit two Customer Service Executive's to join a hardworking team based in Tunbridge Wells.

    Customer Services provide support, assistance and information to members, non-members and
    colleagues. This busy department is the primary point of contact for our customers and the aim of this role is to provide a memorable and positive experience for all.

    Working in partnership with FTA internal stakeholders the Customer Service Executive role is responsible for providing first line support for all incoming enquiries.

    Responsibilities:

    • Primary point of contact for all inbound enquiries, including phone calls and emails. Identifying the appropriate onward action and taking ownership of the request
    • Proactively follow up web and general enquiries to gain further information. Close the opportunity or forward to the relevant account manager/department as required
    • Post sales administration processes, including completion of job tickets, new contracts, training and event requests. Sending the appropriate joining instructions to all
    • Pre and Post Event administration
    • Explore opportunities to upsell where applicable
    • Liaise with other departments, promoting cross team working
    • Proactively manage membership debts, ensuring all allocated are resolved within the allotted time scales and team targets are met
    • Log all communications with members onto the database accordingly
    • Maintain the integrity of data in the CRM system through regular and accurate record updates
    • Meeting both external and internal SLA’s
    • Own and maintain the Member Service process folder
    • Work by the Member Service Team Ethos and Phone Protocol
    • Management of returned mail to ensure records are kept up to date
    • Assist with Reception cover as required
    • Work as part of the Member Services team assisting colleagues and customers alike. Where necessary, undertaking additional responsibilities as required by FTA
    • Any other duties deemed necessary by the Head of Member Services in conjunction with the smooth running of the business

    Key Qualifications & Skills:

    • Customer focused approach - evidence required to support this
    • Exceptional telephone communication skills with a professional and confident communication style
    • The ability to communicate at all levels with customers and internal stakeholders, and using different methods of communication (letters, reports, e-mail, telephone, presentations)
    • Strong analytical skills and the ability to use IT systems including CRM databases
    • Reliable, punctual, and possessing well developed planning and organisational skills
    • Computer literate, with the ability to use varied IT systems including CRM databases
    • Demonstrate strong numeric and literacy skills
    • Proven ability to manage own time and workload whilst remaining a team player
    • Candidates should be confident and self-motivated, demonstrating a professional attitude and proactive approach
    • Ability to work under pressure and meet deadlines

  • Job Group
  • Latest Application Date
  • Location Tunbridge Wells
  • Pay Info
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