Customer Service Executive (Doncaster)

Paragon Scotland Limited, specialises in providing a full suite of management services tailored to meet the unique needs of the businesses we work with. Integrating with the brands we work with, our aim is to deliver outstanding services in administration, marketing, operations, and sales.

Touchstone Education is a leading education provider which changes lives across the UK. We are a fast paced Company where no two days are the same, and due to our rapid growth, have an exciting opportunity for an Operations & Customer Service Executive to join the team.

As the Operations & Customer Service Executive, you will play a critical role to ensure that customers receive excellent service, building and maintaining relationships and supporting the wider department to meet and exceed targets. You will collaborate with both internal and external stakeholders to ensure a seamless customer journey, maintaining the extensive client database with accuracy.

Responsibilities

Provide exceptional service to customers

• Onboard new customers to the programme, providing welcome information and arranging introductory calls.
• Be the first point of contact for customers, providing information about products, services and system usage.
• Build and maintain relationships with clients, supporting them on their journey throughout the programme.
• Conduct daily customer care calls as part of the customer service plan, ensuring access has been granted to their online portal.
• Communicate with customers by various channels including phone, email, webchat and Whatsapp.
• Identify tasks and activities critical to ensuring customer satisfaction levels are met.
• Ensure that responses to all customers are dealt with, within the agreed SLA’s.
• Ensure live webinars are streamed efficiently through Demio, supporting trainers/customers with any technical difficulties

Deliver accurate and detailed administrative support

• Assist with the delivery of events, webinars and seminars, ensuring a seamless event.
• Create and maintain detailed and accurate records of customer contact including complaints, resolutions and any follow up actions required.
• Streamline processes to improve efficiency, mitigating the risk of errors and ensure completion of tasks.
• Monitor reviews across platforms and respond to comments and messages.

Handle customer queries in a timely manner

• Acknowledge customer queries and complaints
• Resolve customer complaints during the initial interaction wherever possible, minimising the need for follow up contact.
• Identify complex or sensitive complaints efficiently, escalating to the senior team member as required.
• Provide accurate, first-time right responses to enquires or queries, escalating where required.
• Maintain clear communications throughout the process, providing timely updates and setting clear expectations.

Work collaboratively across departments

• Work cross functionally with departments involved in the customer journey.
• Share and adopt best practices from departments to enhance service and consistency to our customers.
• Engage regularly with cross functional teams to identify opportunities to proactively address customer needs.
• Align departmental goals and strategies to ensure a cohesive approach

Skills/Qualifications

• Excellent communication skills both written and verbal
• Strong attention to detail
• Experience working in a customer service position
• Proficient in IT systems