Job Description

• Be the first point of contact for customer queries including any designated account managed clients within internal SLAs.
• Where required, delegate queries to the appropriate team member for handling, providing support and advice if needed
• Act as interim manager as required, ensuring team members are working effectively and upholding Company standards and SLAs
• Liaise with other departments where necessary i.e. COT Administrator/Pricing Department/Data Services Team in order to fulfil client utility needs.
• Ensure accurate reporting of queries and resolutions to Company CRM, as well as corresponding with clients with respect to their ongoing queries.
• Provide Client Services Manager with correct reporting on query statuses, seeking support and guidance where necessary.
• Assist other members of the team on an ad hoc basis with their queries
• Assist with in-house training where required

Requirements

• Experience within a customer-facing role would be beneficial
• Well-spoken with friendly positive phone manner with the ability to communicate professionally verbally and in a written form.
• Can do and positive mindset
• Self-starter with the ability to work as part of a team
• Efficient and organised with the ability to think logically
• Attention to detail
• Flexible approach
• Problem solver