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Develop, improve, own customer support function systems, procedures and processes, supporting sales delivery of all products
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Work with demand generation & pre-sales activities to ensure a consistent supply of high quality inbound sales leads and insights
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Maintain a high quality level of customer related data on the CRM system to ensure its effective use
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When necessary, respond to customer enquires with technical and commercial assistance
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Produce regular team performance and sales reports and insights
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Provide cover for team members during times of team absence
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Assist with internal and external quality audits for the function
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Maintain high standards in the team (speed, accuracy)
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Work with marketing team to develop effective campaigns to promote products or services to new and existing customers
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Previous experience in a similar role essential
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Experience in enhancing operational efficiencies to increase customer satisfaction
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Strong attention to details
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Ability to plan and manage the priorities, workload and direction of a customer support team
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Able to exercise excellent judgement on how and when to intervene keeping the team on track
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Ability to measure and report performance at both team and individual level, using this information to make changes or correction if required
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Ability to communicate and persuade at all levels from engineers to board level
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Willingness to learn technical concepts related to the company business
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High level of skill in Microsoft Office, CRM & ERP system
by FastRecruitmentWebsites