Customer Success Analyst

April 5

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Arbor Education

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Arbor MIS helps schools and MATs work more easily and collaboratively. Join a free webinar: http://bit.ly/Arbor-webinars

Education • Management Information Systems • Big data • Data visualisation • Technical support

51 - 200

💰 Private Equity Round on 2020-12

Description

• Providing excellent first line support to resolve customer queries via incoming calls, webchat and emails. • Identifying any risk and relaying the information to relevant teams, working well internally. • Ensuring queries/complaints are resolved for clients within service level agreements (SLAs). • Maintain and keep records up to date. • Consistently represent and work in line with company values. • Helping to write up further FAQs and online guide materials. • Going the extra mile to delight customers • Identifying and proactively sharing key themes arising from calls and emails. • Capturing customer feedback on feature requests and sharing this via the internal roadmap process. • Have an understanding of our core products, services and end users • Understand how our Customer Team works - and how your role contributes to our goals • Have met key team members from Projects, 2nd Line and Digital • Be contributing to daily and weekly meetings with suggestions • Be confident speaking to our end users, solving queries and resolving issues • Be confident using our house style of verbal and written communications with customers • Understand our internal systems and processes as well as helping us to make these more efficient • Be a key part of our feedback process, helping product, project and engineering teams • Be confident working to and within our SLA’s • Be part of our ongoing scaling projects to help our customers in a variety of channels including webchat

Requirements

• A passion for delivering first class customer service! • Strong problem-solver who isn’t afraid to work across teams to find solutions. • Outstanding communication and interpersonal skills. • Enjoys investigating a problem and coming up with creative solutions. • The ability to work collaboratively with your teammates to achieve team & department objectives. • Understanding of the national educational landscape is desirable but not essential. • A proactive approach to answering calls, webchat and emails. • Experience using a CRM or MIS system or at least the ability to learn new systems quickly! • Proficient in spoken and written English. • Ability to work effectively within a fast-paced, and results-oriented culture, by demonstrating strong operating instincts, organisational skills and discipline.

Benefits

• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas • Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc) • Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay • 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life! • Access to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme) • All of our roles champion flexible working and we are happy to discuss what this means to you! • Social committees that plan team, office and company wide events to bring people together and celebrate success • Volunteer with a charity of your choice for a day each year • Dog friendly offices!