At a Glance
- Tasks: Support customers by handling queries and improving operations processes.
- Company: Join a diverse and inclusive team at GlobalData.
- Benefits: Competitive salary, training opportunities, and a supportive work environment.
- Other info: Great career growth potential in a dynamic and collaborative setting.
- Why this job: Make a real difference in customer experience while developing your skills.
- Qualifications: 2+ years in customer success platforms and strong communication skills.
The predicted salary is between 30000 - 40000 € per year.
We are looking for a dedicated and detail-oriented Customer Operations Specialist to join our Customer Operations team. Reporting directly to the Customer Operations Manager, you will play a key role in ensuring the smooth and efficient delivery of services to our customers.
What you’ll be doing
- Support & Ticket Handling
- Act as the first point of contact for all internal queries related to customer operations tools submitted via Freshdesk relating to customer operations processes.
- Triage, categorise, and prioritise incoming tickets, ensuring accurate categorising of queries.
- Respond to and resolve tickets within agreed SLA timeframes, maintaining a high standard of communication.
- Troubleshoot and resolve queries independently using available documentation, internal knowledge, and system understanding.
- Escalate complex, technical, or high-impact issues to the Customer Operations Manager, providing clear context, investigation notes, and recommended next steps.
- Enablement & Training
- Support onboarding of new internal users, including assisting with group training sessions and running 1:1 training sessions.
- Create and update Knowledge Hub articles, FAQs, and troubleshooting guides based on common queries and recurring issues.
- Assist in developing training materials such as step-by-step guides, process documentation, and quick-reference resources.
- Systems Knowledge
- Identify inefficiencies in workflows or recurring support issues and suggest improvements to processes, documentation, or system usage.
- Support data accuracy and consistency with all systems by following best practices and highlighting discrepancies.
- Collaborate with the Customer Operations Manager to improve support processes, training approaches, and overall user experience.
Required
- 2+ years of experience administering a Customer Success platform, e.g. Planhat, Vitally, Churn Zero, Gainsight, or Salesforce or Hubspot.
- Ability to translate business requirements into technical configurations.
- Experience with data management, integration, and maintaining data integrity.
Preferred
- Experience administering Planhat.
- Background in customer success, support, or operations roles.
- Experience using Freshdesk or another helpdesk/ticketing tool.
- Exposure to writing articles, FAQs or internal process documentation.
GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Customer Operations Specialist in London employer: GlobalData Plc
At GlobalData, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. As a Customer Operations Specialist, you will benefit from comprehensive training opportunities, a commitment to diversity and inclusion, and the chance to make a meaningful impact within a supportive team environment. Our location provides a vibrant atmosphere that enhances both personal and professional growth, making it an ideal place for those seeking rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Specialist in London
✨Tip Number 1
Get to know the company inside out! Research GlobalData's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Operations Specialist, you'll need to handle queries and tickets efficiently. Role-play with a friend or use mock interviews to get comfortable explaining your thought process.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join the team!
We think you need these skills to ace Customer Operations Specialist in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with customer operations tools and ticket handling. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills:Since you'll be the first point of contact for queries, it's crucial to demonstrate your ability to communicate clearly and effectively. Use examples in your application that showcase your communication prowess.
Highlight Your Problem-Solving Abilities:We love candidates who can troubleshoot and resolve issues independently. Share specific instances where you've successfully tackled challenges in previous roles to show us what you can bring to the table.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at GlobalData Plc
✨Know Your Tools
Familiarise yourself with customer operations tools like Freshdesk and any Customer Success platforms mentioned in the job description. Being able to discuss your experience with these tools will show that you’re ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've triaged and resolved customer queries in the past. Highlight your ability to troubleshoot independently and escalate issues effectively, as this is crucial for the role.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since you'll be the first point of contact for internal queries, demonstrating strong communication skills during the interview will be key to showcasing your fit for the role.
✨Be Ready to Suggest Improvements
Think about inefficiencies you've encountered in previous roles and be prepared to discuss how you would improve processes or documentation. This shows initiative and a proactive mindset, which are highly valued in customer operations.
