White-Glove Client Success & Support Specialist in Milton Keynes

Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to IngramSpark/Lightning Source service offerings.

Responsibilities

• Acts as the primary and oftentimes sole point of contact for customers.
• Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations.
• Increases sales volume via clarification of special offerings and upselling.
• Deals with all publisher queries efficiently and accurately on the phone, email and chat.
• Ensures customer questions and concerns are resolved with a satisfactory resolution.
• Manages new and outstanding customer requests, responding to emails and providing updates in a timely manner.
• Maintains up-to-date and accurate knowledge on the full range of Ingram services, to be able to advise customers appropriately.
• Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately.
• Liaison with internal teams across US, UK, and AU as necessary to meet the needs of the customer.
• Supports the drive for sales growth via effective execution of upselling.
• Provides support and answers questions for third-party customer service agents, resulting in a positive customer experience.
• Attends recurring virtual meetings with customers to provide white-glove level of service and support.
• Maintains knowledge of industry best practices and components of customer success, such as metadata optimization and file creation compliance.

Other Duties

• Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities.

Qualifications

• Experience: Minimum of three years’ work experience in a related industry/field.
• Education: O Level/GSCE level education required.

Key Skills

• Possess strong oral and written communication skills.
• Manage workload by establishing priorities.
• Ability to operate successfully within a fast-paced environment.
• Ability to think critically in ambiguous situations.
• Handle accounts with minimum supervision.
• Flexibility is critical – must be able to adapt to frequent change with little or no negative impact to productivity.
• Ability to be flexible/multi-task based on workflow demands.
• Ability to speak, write and read the English language.
• Ability to develop constructive and cooperative working relationships with others, and maintain them over time.
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations.
• Ability to maintain consistent, punctual and regular attendance.
• Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person.
• Ability to engage in active listening with coworkers, management and clients/customers.
• Attention to detail.
• Knowledge of organization, operating procedures and policies of the company.
• Ability to apply new knowledge, technology and procedure to job responsibilities.
• Ability to meet and maintain performance objectives (standards).
• Ability to maintain a full-time work schedule during normal company operating hours.
• French Speaking, beneficial.

Essential Physical Demands

• Ability to work flexible hours.
• Standard office environment and mainly sedentary work.
• Ability to travel if required.

Benefits

• Competitive salary.
• 23 days holiday plus Bank Holidays.
• Life Assurance.
• Continuous Professional Development and Training Opportunities.
• Free onsite parking at Milton Keynes.
• Free Hot drinks.
• Snack and Drink Vending machines on site in Milton Keynes.
• Long Service Awards.
• Cycle to Work Scheme.