At a Glance
- Tasks: Deliver top-notch customer support and enhance member satisfaction for Sedex's global clientele.
- Company: Join Sedex, a leader in sustainable supply chains with a mission to drive positive change.
- Benefits: Enjoy a supportive work culture, career growth opportunities, and the chance to make a real impact.
- Other info: Work in an inclusive environment that values diversity and promotes respect.
- Why this job: Be part of a team that champions sustainability and helps businesses thrive ethically.
- Qualifications: 3+ years in customer service, strong communication skills, and a passion for helping others.
The predicted salary is between 36000 - 60000 £ per year.
About Sedex
Sedex is a trusted partner for over 95,000 businesses worldwide, helping them create socially and environmentally sustainable supply chains. Through our platform's powerful data insights and expert guidance, we simplify the management, assessment, and reporting of sustainability performance. Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable. Our Mission is to provide data-driven insights, accessible tools, and exceptional services that support businesses in improving environmental, social, and governance (ESG) performance and outcomes.
The role
As Customer Operations Specialist in UK, you will work as part of a global team to deliver excellence in customer support, by optimising the value of the Sedex membership for 1250+ buyer customers below £1 billion turnover. Your primary tasks will include maintaining & improving customer satisfaction leading to high levels of retention. Taking ownership of customer enquiries, working across the team and other internal business units to effectively and efficiently solve queries in a timely manner. Working closely with the rest of the team, you will play a key role in delivering operational support to members across the UK region serving as their regional representative and advocate.
Key Responsibilities
- Provide Sedex related information and assist with system related technical email and phone queries.
- Liaise with other Sedex departments to ensure customer’s requests are fulfilled with set deadlines.
- Promote any platform updates, tools & services launches with customers.
- Take customers through the renewal cycle successfully and chase late payments.
- Deliver project-based work for customers to enhance the value of their membership.
- Identify additional revenue opportunities and work closely with the Customer Operations Sales Lead to close and deliver to a successful outcome.
- Promote the benefits of Sedex membership and support customers in maximising the value of Sedex.
- Escalation of issues in a timely manner and undertake necessary steps to ensure resolution and root cause analysis.
- Respond to all enquires within published Service Level Agreements (SLA's) while meeting 1st call resolution targets.
- Log and process all member related enquires within the CRM system (site moves, account restructures, account set ups, and all other customer touch points).
Knowledge, Skills & Experience
- 3+ years experience in a customer focused role, preferably on a global basis.
- Experience in developing a range of productive relationships with the ability to work in a team and independently, delivering against team and individual KPIs.
- Demonstrative operational experience and proven project coordination skills showing capable of managing multiple tasks.
- Able to prioritise and work in an organised fashion.
- A passion for helping customers and a dedication to providing a best-in-class service experience.
- Analytical problem solving skills with a proactive approach to challenges.
- Able to communicate effectively and adapt style to all levels of subject understanding.
- Ability to listen and understand customer challenges and work across the team to resolve issues.
- Excellent information gathering and verbal / written presentation skills.
- Knowledge of Salesforce and / or Gainsight CS preferred.
- Microsoft Office knowledge.
- Proven track record of taking ownership and driving results.
Our culture
At Sedex, we are passionate about helping businesses become truly sustainable and ethical across their operations and supply chains. We believe that all people have the right to a safe workplace, where they are treated with respect and paid fair wages, free of harassment and discrimination. We strive to achieve these beliefs through inclusive behaviours that embody our values of being collaborative, responsible, transparent, quality driven and committed to service excellence. We want everyone to feel they can be themselves and thrive at work - in every country, in everything we do, every day. We are focused on providing a culture characterised by inclusive everyday behaviours built on a foundation of respect and appreciation for diversity in all its forms.
Privacy Policy
Sedex is committed to protecting the privacy of its website users and members. Sedex uses any personal information you submit to us in accordance with this policy. The General Data Protection Regulation (GDPR) requires us to ensure that any personal information you provide us is processed fairly and lawfully. Sedex is the data controller in relation to any personal information you submit.
Customer Operations Specialist, UK employer: Sedex
Sedex is an exceptional employer that prioritises a culture of inclusivity and respect, making it a fantastic place for individuals passionate about sustainability and customer service. As a Customer Operations Specialist in the UK, you will benefit from a supportive work environment that encourages professional growth and collaboration, while playing a vital role in enhancing the value of Sedex membership for businesses committed to ethical practices. With a focus on employee well-being and development, Sedex offers unique opportunities to contribute to meaningful change in global supply chains.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Specialist, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sedex. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sedex before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Specialist, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sedex:Your cover letter is your chance to shine! Tell us why you want to work at Sedex specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sedex!
How to prepare for a job interview at Sedex
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
