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Job Details: Customer Guru

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Customer Guru
VN2203
Spain - Madrid
3/17/2021 9:28 AM
As Customer Guru you will provide professional and efficient administrative and customer care support through all aspects of servicing and maintaining existing and new customer accounts. The Customer Guru ensures a smooth and streamlined process as part of the complete customer experience.
CUSTOMER SERVICE
• Act as first point of contact for customers, including escalations of IT issues, technical queries and complaints
• Develop and cultivate robust relationships with customers throughout their entire customer journey
• Ensure a smooth, streamlined and consistent customer experience
• Provide support in delivery of customer training, client open days, exhibitions and seminars
• Proactively reach out to new customers welcoming them to the community for which they have joined and offer guidance right through to questionnaire completion
Achilles Information Limited | 30 Western Avenue, Milton Park, Abingdon, Oxon, OX14 4SH, UK - 2 -
RETENTION
• Support the promotion of usage within Supplier organisations through reporting & insights
• Maintain optimum customer experience & satisfaction
• Advise customers on steps to achieve greater visibility & value, for example; changes to questionnaire data, profile & product code updates, meet the buyer events and online training tools
DATA ACCURACY
• Maintain an accurate and up-to-date call log of all customer communication
• Proactively contact customers by telephone or email to ensure that their data, details and account records are kept up-to-date
• Support with ad-hoc tasks to progress customer data from application to full registration on the database
• Assist Global Hubs with the management of quality checking customer questionnaires and submissions
TEAMWORK
• Support colleagues with customer escalations or complaints
• Attend daily team huddles to discuss team workload, focus and improvement opportunities
• Play an active role within wider team meetings to discuss company goals and relevant issues
• Meet and exceed individual and team KPI’s
KNOWLEDGE
• Customer service skills
• Basic Sector knowledge
• Working knowledge of MS Office applications
EXPERIENCE
• Customer Service experience
QUALIFICATIONS
• No mandatory qualifications required

Languages required: English, Spanish, Italian.

Additional languages: French, German, Portuguese
DRIVE & MOTIVATION
• Gains personal satisfaction from performing their role to the best of their ability
• Seeks ways to add value or ‘go the extra mile’ in their current job
• Projects a positive, credible self-image; has an enthusiastic, energetic and positive approach to work
• Talks about their role and personal contribution in positive terms
Achilles Information Limited | 30 Western Avenue, Milton Park, Abingdon, Oxon, OX14 4SH, UK - 3 -
CUSTOMER FOCUS
• Uses communication styles that are appropriate to the needs and interests of customers and stakeholders
• Proactively identifies repeated problems or barriers to customer service and takes steps to resolve these
• Asks questions to gain a clear understanding of customer’s problems or complaints
• Keeps customers informed of progress
ACHIEVING RESULTS
• Plans and structures own work in order to achieve agreed objectives
• Strives to deliver within agreed deadlines
• Thinks carefully about how to make the best use of their time
• Balances quality standards with the need to meet deadlines
• Is committed to delivering understanding customers, delivering outstanding value and giving them a great experience
SUPPORTING COLLEAGUES
• Treats others with respect, fairness, and consistency
• Makes time available to help others when asked
• Uses their skills and knowledge to make things easier for others
• Thinks about the impact of their own work and performance on others in the team
    
By submitting your resume and application information, you authorise Achilles Information to transmit and store your information in the Achilles group of companies' recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
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