- Provide proactive assistance and support to the Product Manager.
- Manage the Support inbox, taking ownership of allocated work and prioritizing workload.
- Provide consistently helpful, efficient and courteous customer support via telephone and email as required to customers.
- Accurately capture and process all orders in customer management system (CRM), billing systems, and management information systems as necessary.
- Develop, improve and maintain procedure guides for operational and support processes.
- Resolve customer queries, making succinct, accurate notes of all completed actions.
- Identify improvements in service through building and understanding customer requirements, problem solving, sharing knowledge and suggesting continual improvements within the team.
- Provide professionally presented and accurate data as and when requested, either in Microsoft Excel or other formats as appropriate.
- Ensure quality of orders processing is of the highest standard: timely, accurate and comprehensive.
- Provide consistently helpful, efficient and courteous support to customers and colleagues.
- Demonstrate ownership of tasks, activities and projects and use initiative.
- Proactively liaise with and quickly build rapport with customers.
- Proactive use of telephone and follow up with emails to maintain clear audit trail at all times.
- Participate in regular training/learning activities to maintain and develop skills and knowledge.
- Proactively updating and creating process document
Skills/Experience
- To be able to demonstrate a customer focused approach and an expectation of others to do likewise.
- Be a supportive and helpful team player with a flexible and positive attitude.
- Deliver a high volume of quality work on time.
- Articulate, professional and clear verbal communication skills.
- Present information clearly and in an engaging way.
- Good interpersonal and rapport-building abilities.
- Have precise and appropriate written communication skills.
- Good telephone manner.
- Highly accurate data inputting skills.
- Administration experience gained within a technical environment.
- Strong problem-solving and analytical abilities.
- Intermediate knowledge of Excel, Word and Outlook.
- Confident and accurate use of departmental computer systems
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