Skillsoft
Job role: Customer Support
Company name: Skillsoft
Location: Remote, UK
Salary: N/A
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About the Job: To provide support for external sales providing optimal responses, quick turn-around and ownership Correct and efficient usage of BAPS documenting all required client contact, booking and financial information Ensure internal processes and procedures are fully understood and adhered to Understand the impact the CS role has on customer satisfaction Timely facilitation of GK third party bookings, invoicing and the inter-company booking process in line with required timescales Build qualitative relationships both internally at GK and, client-side Work as a positive team contributor providing cover for the wider team as and if required Provision of data or reports to support bid activities Display a basic understanding GK’s curriculum Provide clients with GK marketing news or curriculum updates on request Ensure that all Global Knowledge engagement meets and, exceed client expectation
Areas of Responsibility
Ensure the customer service desk is covered at all times Provide first line response / answer to client requests within the 4 hour SLA Ensure clients are aware of who escalated requests have been forwarded to Ensure inbound CS phone is answered within 3 rings capturing detailed and relevant client information including (name/title/contact details and reason for calling) Produce key reports for the smooth and efficient running of sales (provisional, confirmed, cancelled reports) in line with business requirement Produce and send customer requested support documentation (pro forma invoices, visa invitation letters etc). VUE and Prometric qualified administrator to support Training Centre Administrators when required. Administration and confirmation of bookings, pre-payments and orders in line with procedure ensuring complete accuracy Ensure ALL back-up documents are soft copy filed Attend GK curriculum webinars to gain industry knowledge
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