Customer Service Associate

Skillcast is a B2B provider of e-learning and staff compliance management. We help companies train and motivate their employees to act with integrity and comply with laws and regulations. Our clients are from all sectors, but the financial services sector is a major focus.

Skillcast is a provider of e-learning and compliance technology that helps companies to build ethical, inclusive, and resilient workplaces and a culture of compliance with regulations and standards.

We are introducing a new role of Customer Service Associate to support the Customer Success Managers

In your role, you will work on our systems ensuring you are responding to our client queries through our ticket management system and support work done in our bespoke LMS.

Responsibilities include:

Client interaction:

• Handle incoming client requests in the Intercom with a quick, accurate turnaround to routine questions.
• Respond to customer requests in a timely manner according to Service Level Targets via incoming calls and CRM System (Intercom).
• Triage client requests and use best practices to provide appropriate solutions and/or escalations.
• Provide accurate information regarding our products and services to our clients.

Client administration and system management:

• Data entry and maintaining customer databases on the Learning Management System (LMS)
• Export training records and work with other teams to ensure the process is followed for the client.
• Update other Skillcast systems and reference material as needed (Planhat, Guru)

Support the Customer Success Management team:

• Facilitate the upkeep of client portals.
• Manage the Onboarding and Churn process.
• Enhance the overall customer experience and streamline processes by highlighting common issues and trends raised by clients.
• Monitor and escalate complex problems to the CS team or team leaders when necessary.

Skills and Attributes:

• Minimum of 2 years experience in customer service with CRM or systems management and ticket handling experience (e.g. Zendesk, Intercom would be considered an advantage)
• Proven experience in following processes and procedures whilst offering solutions for the improvement of the customer service experience for the client
• Excellent communication skills, both verbal and written (English)
• Ability to multitask and prioritise effectively in a fast-paced environment.
• Strong organisational skills and a methodical approach to workload planning and task execution.
• Excellent interpersonal skills, enabling seamless collaboration and relationship-building both internally and externally.
• Extremely self-motivated, ability to thrive independently and as a strong contributor within a team environment.

Benefits:

• Join our international company which is growing rapidly in a thriving and innovative sector.
• Hybrid working pattern – currently a minimum of 2 days per week at our office and 3 days per week working independently and proactively from home.
• Competitive salary
• Contributory Pension
• Private Medical Health Care Plan
• Life Assurance