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For Companies At a Glance
- Tasks: Support customers and the team, handling queries and ensuring smooth operations.
- Company: Join a dynamic Customer Relationship Team in a hybrid work environment.
- Benefits: Flexible working hours, hands-on experience, and opportunities for growth.
- Other info: Collaborative culture with a focus on continuous improvement and development.
- Why this job: Make a real difference by enhancing customer experiences and leading a team.
- Qualifications: Experience in customer service and team leadership is a plus.
The Role
As part of the Customer Relationship Team, you will act as a key point of support for both customers and the team, serving as the first escalation point for complex queries while supporting the Manager in the day-to-day running of the function. You will play a hands-on role in ensuring smooth operations, high service levels, and team efficiency, stepping into leadership responsibilities when required to maintain continuity. Hybrid - 2 or 3 days a week in the office.
Key Responsibilities
- Provide frontline customer support via phone and email, handling orders, quotes, queries, and complaints.
- Act as the escalation point for complex or unresolved customer issues.
- Support the Manager in overseeing daily team operations, including workflow and resource planning.
- Monitor team performance against KPIs, ensuring high standards of customer service.
- Collaborate with internal teams (Sales, Production, Logistics) to deliver seamless customer solutions.
- Assist with onboarding, training, and ongoing development of team members.
- Step into managerial responsibilities in the Manager’s absence, maintaining team performance and motivation.
- Identify and implement process improvements to enhance efficiency and customer experience.
- Produce and review reports, maintaining accurate documentation and procedures.
Skills & Experience
- Proven experience in a senior customer-facing role, with exposure to team leadership or management cover.
- Strong communication, leadership, and problem-solving skills.
- Ability to manage priorities and perform in a fast-paced environment.
- Excellent customer service skills, with the ability to resolve complex issues effectively.
- Experience working with KPIs and performance metrics.
- Strong organisational and time-management skills.
- Familiarity with CRM systems, Microsoft Office, and ERP systems (desirable).
About You
- A collaborative team player with a positive, customer-focused approach.
- Confident communicator, able to work effectively at all levels.
- Proactive, solutions-focused, and open to continuous improvement.
- Motivated to support and develop others within the team.
- Able to simplify complex challenges and deliver practical solutions.
This role description is intended to give the role holder an appreciation of the range of duties undertaken. The role description is subject to ongoing review in line with company requirements.
Assistant Customer Success Associate employer: MP Jobs Ltd t/a MP Recruitment Group
Contact Detail:
MP Jobs Ltd t/a MP Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Customer Success Associate
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer success. Think about how you would handle complex queries or lead a team, as these are key aspects of the role.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled challenges in previous roles. This will demonstrate your ability to manage priorities and deliver practical solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Assistant Customer Success Associate
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer-facing roles. We want to see how your skills align with the responsibilities listed in the job description, so don’t hold back!
Show Off Your Problem-Solving Skills: Since this role involves handling complex queries, share specific examples of how you've resolved challenging customer issues in the past. We love seeing your thought process and how you tackle problems head-on!
Highlight Team Collaboration: This position is all about teamwork, so be sure to mention any experiences where you've worked closely with others to achieve a common goal. We’re looking for those collaborative vibes that keep the team spirit high!
Apply Through Our Website: We encourage you 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. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at MP Jobs Ltd t/a MP Recruitment Group
✨Know Your Customer Service Basics
Brush up on your customer service principles and be ready to discuss how you've handled complex queries in the past. Think of specific examples where you turned a negative experience into a positive one, as this will show your problem-solving skills.
✨Showcase Your Leadership Skills
Since this role involves stepping into managerial responsibilities, prepare to talk about your leadership experiences. Share instances where you motivated a team or improved performance, even if it was in a previous role or during a project.
✨Familiarise Yourself with KPIs
Understand key performance indicators relevant to customer service. Be ready to discuss how you've monitored or improved these metrics in your previous roles. This shows that you can contribute to maintaining high service levels.
✨Demonstrate Collaboration
This role requires working closely with various internal teams. Prepare examples of how you've successfully collaborated with others to solve problems or improve processes. Highlight your ability to communicate effectively across different departments.