Customer Care Coordinator

Role Overview

• Manage high volume of incoming queries
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid and complete information
• Meet established team targets
• Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution
• Accurately track customer interactions to inform data analysis and evaluations
• Follow communication procedures and guidelines
• Take the extra mile to engage customers
• Filter customer queries to appropriate stakeholders and manage follow through and resolution.
• Provide coverage for colleagues as necessary.

Requirements

• At least two years of Customer Service experience
• Excellent writing skills
• Salesforce experience
• Previous experience working in Publishing
• Previous experience working in a remote environment

Benefits

• Private medical insurance
• Life assurance
• Income protection
• Personal accident insurance
• Pension with up to 10% employer match
• 25 days holidays, market competitive Maternity and Paternity leave
• Birthday and three winter holidays days off
• 2 days paid time off for volunteering per year
• Fully remote work environment with stipend on joining for home office