Client Services Co-ordinator

  • Full-time

Job Description

Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing

guidance related to Ingram Spark/Lightning Source service offerings.

Qualifications

Essential Job Duties:

  • Acts as the primary and oftentimes sole point of contact for customers.
  • Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations.
  • Increase sales volume via clarification of special offerings and upselling.
  • Deals with all publisher queries efficiently and accurately on the phone, email and chat.
  • Ensures customer questions and concerns are resolved with a satisfactory resolution.
  • Manages new and outstanding customer requests, responding to emails and providing updates in a timely manner.
  • Maintains up-to-date and accurate knowledge on the full range of Ingram services, to be able to advise customers appropriately.
  • Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately.
  • Liaison with internal teams across US, UK, and AU as necessary to meet the needs of the customer.
  • Support the drive for sales growth via effective execution of upselling.
  • Provide support and answer questions for third-party customer service agents, resulting in a positive customer experience.
  • Attend recurring virtual meetings with customers to provide white-glove level of service and support.
  • Maintain knowledge of industry best practices and components of customer success, such as metadata optimization and file creation compliance. 

Other Duties:

  • Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities.

Experience:

  • Minimum of three years’ work experience in a related industry/field

Education:

  •  O Level/GSCE level education required.

Skills:

  • Possess strong oral and written communication skills
  • Manage workload by establishing priorities
  • Ability to operate successfully within a fast-paced environment
  • Ability to think critically in ambiguous situations
  • Handle accounts with minimum supervision
  • Flexibility is critical – must be able to adapt to frequent change with little or no negative impact to productivity
  • Ability to be flexible/multi-task based on workflow demands
  • Ability to speak, write and read the English language
  • Ability to develop constructive and cooperative working relationships with others, and maintain them over time
  • Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations · Ability to maintain consistent, punctual and regular attendance
  • Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
  • Ability to engage in active listening with coworkers, management and clients/customers
  • Attention to detail · Knowledge of organization, operating procedures and policies of the company · Ability to apply new knowledge, technology and procedure to job responsibilities
  • Ability to meet and maintain performance objectives (standards)
  • Ability to maintain a full-time work schedule during normal company operating hours
  • French Speaking, beneficial

Essential Physical Demands:

  • Ability to work flexible hours.
  • Standard office environment and mainly sedentary work.
  • Ability to travel if required.

 

Additional Information

Perks/Benefits:

  • Competitive salary
  • Generous holiday plus Bank Holidays
  • Life Assurance
  • Company Pension Scheme
  • Company Sick Pay Scheme
  • Continuous Professional Development and Training Opportunities
  • Business Casual dress code, dress down Fridays
  • Free onsite parking
  • Free Hot drinks
  • Snack and Drink Vending machines on site
  • Service Awards
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