Global Sustainable Finance Product and Customer Support Associate
6 month engagement

Key Responsibilities

Inbound enquiries

• Being an expert in products and services, particularly Navigators.
• Proactively supporting customers and subscribers, dealing with a range of in-bound enquiries by email, phone, chat, social media and occasionally in-person.
• Identify customer needs and provide appropriate solutions.
• Explaining features, clarifying operating instructions and providing troubleshooting advice to customer and subscribers.
• Assisting customers to make the choice of which of our products and services are right for their needs.
• Document customer interactions and feedback in the CRM system.

Customer/Subscriber outreach

• Following up with customers or subscribers to ensure a satisfactory resolution to their enquiry.
• Proactively engage with subscribers to ensure they are utilising the full benefit of their subscription and the Navigator.
• Gather customer and subscriber feedback on our products and services and report back to help the Foundation understand user needs, preferences and expectations.

Order processing

• Staying up to date on product features, policies and procedures.
• Processing orders and payments by email or phone and arranging despatch of orders.
• Liaising with the Finance Team and our bank to ensure the smooth processing of all orders.
• Assisting with month-end reporting.
• Arranging shipments for key customers, writing instructions and liaising with external parties.

Other Responsibilities

• Supporting other team members with tasks and sharing best practices.
• Updating the database of frequent questions or issues to maintain FAQs guide.
• Escalate complex or urgent issues to the Customer Service Team Manager.
• Working on ad-hoc projects, as necessary.

Skills and attributes:

• Excellent spoken and written communication skills and in particular the ability to write clearly and concisely.
• Customer orientated with an empathic attitude.
• Ability to work without close guidance, but also have the confidence to seek advice and guidance when required.
• Self-starter with the ability to use own initiative and to work / make decisions autonomously.
• Speed of response and accuracy are key alongside a high level of attention to detail.
• Ability to handle multiple tasks and priorities effectively.
• A motivated and customer-focussed team-player who enjoys working closely and collaboratively with others both in person and remotely.
• Positive and responsive attitude to problem-solving.
• High degree of integrity and professionalism; ability to remain composed under pressure.
• Ability to plan, organise and prioritise work / time effectively and adapt to changing priorities.
• Ability to listen to others, follow instructions and respond positively to constructive feedback.
• In interest in digital technology and services would be advantageous.

Experience:

• Previous experience working with a global customer base.
• Previous customer support experience in a contact centre environment.
• Working knowledge of CRM databases (especially Salesforce).
• Working knowledge of Microsoft Office (especially Excel).
• Previous experience working in an environment where speed of response and accuracy are of the essence.
• 2nd language skills would be highly advantageous.