Experienced Sales and Customer Service Executive – English Online Customer Experience
At careerzynith, we're committed to building connections, understanding, and trust between people in the UK and countries worldwide. As a leading organization, we support individuals to gain the skills, confidence, and connections to transform their lives and shape a better world in partnership with the UK. Our mission is to make a positive impact on the lives of millions of people, and we're looking for talented individuals to join our team.
Job Summary:
We're seeking an experienced Sales and Customer Service Executive to join our English Online team. As a key member of our customer experience team, you'll play a vital role in delivering an excellent customer experience, helping us learn more about our customers, and supporting commercial success. If you're passionate about customer service, sales, and working in an international context, we'd love to hear from you.
Key Responsibilities:
As a Sales and Customer Service Executive, you'll be responsible for:
- Ensuring rapid, high-quality customer service and support for new and existing customers, primarily via email and webchat.
- Following standard operating protocols (SOPs) and delivering against service level agreements (SLAs) to resolve service cases appropriately.
- Providing a contact point for potential new customers to support sales and marketing efforts and help increase registrations.
- Providing operational support to resolve service requests and liaising with other support teams where necessary.
- Using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience.
Main Accountabilities:
* Customer Service: + Manage incoming customer service cases from active learners through to resolution, primarily via email and web live chat. + Follow the standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service. + Manage incoming payment support requests - potentially including cancellations, refunds, payment failures, and updating payment details.
- Sales support communications and engagement:
+ Respond to potential new sales enquiries quickly and effectively and with a superior level of information to encourage registrations. + Actively support marketing efforts and promotions, ensuring new sales enquiries are logged and that any features or promotions are described accurately. + Support the English Online team with communications and promotions to existing customers and campaigns + Support re-marketing campaigns to customers with expiring packages that may wish to re-purchase.
- Reporting, insight, and systems:
+ Help capture all customer service interactions, enquiries, complaints, and resolutions on CRM to support accurate reporting + Help capture voice of customer to help us develop insight about our customers and how we can improve all areas of their experience.
- Operational Support:
+ Following standard operating procedures that may be required to help resolve customer support requests.
- Relationships and stakeholder management:
+ Work with payment support teams including the E-Commerce team, Shared Services Centre, and the English Online technical support team to ensure payment support tickets are resolved and that any repeat problems with payment solutions are identified. + Work with teams supporting the English Online learner portal to help resolve service and information requests that relate to this. + Occasionally act as a communication point for Teaching Centre Sales and Customer Service teams that have sales or customer service enquiries for English Online.
Role-Specific Knowledge and Experience:
* Minimum/essential: Diploma / Degree or equivalent qualification, or equivalent work experience (at least 2 years).
- Substantial experience in customer service role.
- Experience of working in an international context and with international customers.
- Experience of Customer Relationship Management (CRM) platforms and reporting tools.
- A working knowledge of Microsoft Office applications.
What We Offer:
* Competitive salary.
- Opportunity to work with a leading organization in the UK.
- Collaborative and dynamic work environment.
- Professional development and training opportunities.
- Flexible working arrangements.
- Access to a range of benefits, including health insurance, pension scheme, and employee assistance program.
How to Apply:
If you're passionate about customer service, sales, and working in an international context, we'd love to hear from you. Please submit your application, including your CV and a cover letter, through our careers website. We're an equal opportunities employer and welcome applications from diverse candidates.
Closing Date:
Applications will be reviewed on a rolling basis, and we encourage you to apply as soon as possible. The closing date for applications is [insert date].
Contact Us:
If you have any questions or would like to discuss this role further, please don't hesitate to contact us. We're always happy to hear from you and look forward to receiving your application. Apply for this job