Customer Support Adviser (European Language speaker)

To support The Myers-Briggs Company’s business objectives by providing a proactive and client-focused service to existing, new and potential clients. The successful candidate must be fluent in English and another European language, both written and spoken.

Working within a small, close-knit, multi-lingual & multi-cultural team, the post holder will provide an outstanding level of customer service to The Myers-Briggs Company’s database of over 20,000 clients spread throughout the world.

Key responsibilities:

  • Be a customer service advocate and deliver a consistently high level of customer service to all internal and external customers.
  • Build relationships with customers in order to identify further business opportunities. 
    Understand the needs of our clients in order to provide a tailored service and a product which suits their needs.
  • Inform the Head of Customer Services of any feedback received from clients, whether it is positive or constructive.
  • Inform the Manager, of ways in which the service provided to clients can be improved to enhance service delivery.
  • Ensure that Customer Support Performance is maintained above standards set (90% of calls answered within 20 seconds, Abandon rate.
  • Ensure that all customer emails are responded to in a positive and professional manner within 24 hours.
  • Support the online chat functionality and support customers with queries in a timely and customer focused manner.
  • Provide a proficient and client-focused telephone service to existing, new and potential clients through inbound and outbound activity.
  • Effectively handle client requests to ensure that they are dealt with as soon as possible.
  • Check correct client details are held within our database, checking both delivery and invoice address for each order placed & the time by which receipt of the order is required (and preferred method of delivery).
  • Accurately register customers and maintain customer records.
  • Process orders, advising customers on topics of eligibility, stock, pack sizes, relevant alternatives or additions.
  • Accurately register customers for workshops and maintain a high level of communication with the Practitioner Development Operations team.
  • Work closely with The Myers-Briggs Company’s warehouse to support the fulfilment of customer orders.
  • Provide support for the handling of returned goods and the raising of credit notes.
  • Identify upskilling and cross-selling opportunities.
  • Provide support to other areas of the business with warm outbound calling activities.
  • Work co-operatively within the Customer Support team to promote and maintain a close-knit team, showing consideration for others and team spirit.
  • Develop positive collaborative working relations with all employees of The Myers-Briggs Company.
  • Play an active role as a team member of both Customer Support and of The Myers-Briggs Company; sharing information, offering ideas, making constructive comments and providing support to colleagues.
  • Develop a full appreciation and understanding of The Myers-Briggs Company’s full range of client offerings as well as understanding internal processes and responsibilities.
  • Develop understanding of The Myers-Briggs Company operating systems, warehouse, and stock control procedures.
  • Attend qualifying workshops as agreed with the Customer Support Manager.
  • Seek and exploit opportunities for continuous professional development.
  • Carry out other such duties as may reasonably be required, commensurate with the grade of this post.


Notes:

Hours of work will be 37.5 per week, normally worked within the period 08:00 to 18:00 - start/finish times will be arranged on a rota basis and some flexibility will be required.

This job profile is current as at the date shown below. In consultation with the post-holder it is liable to variation by management to reflect or anticipate changes in or to the job. To view the full job description please click here.