Job Title
Membership Relations Co-Ordinator (CS005858)
Salary
£19,500 rising to £21,000 after 3 months (per annum)
Location
Bourne End, Buckinghamshire.
Start Date
ASAP
Reference
CS005858
Benefits

35 Hours per week

Contact
Apply for this job
Specifications: 

This is a permanent, full-time position.

Our client, a fantastic global marketing organisation, is looking to recruit a Membership Relations Co-ordinator to act as first point of contact for all membership enquiries, working as a team to engage with existing/potential customers.  You will be expected to provide an exceptional standard of personalised customer service to retain and build long term relationships.  You will need to absorb a high volume of product/service knowledge and be able to communicate this effectively via email and telephone to promote the products/services, reducing churn.

Duties of the role will include:

Customer Service:

  • Inbound and outbound calls, engaging with all new/existing customers
  • Adopting a professional and helpful tone when assisting customers on the telephone and via email (with a high standard of written English)
  • Providing solutions for all customer enquiries with appropriate and accurate advice
  • Upselling products/services to improve awareness and increase revenue
  • Working with set SLAs and KPIs to deliver a service of excellence
  • Escalating customer complaints as appropriate

Administration:

  • Accurately maintaining/updating customer records on Dynamics CRM, including conversational notes
  • Working closely with the Customer Experience Revenue Team to ensure all transactions are managed and dealt with in an accurate and timely manner
  • Responding to emails within set SLAs and exceeding KPIs
  • Assisting with processing membership applications, upgrades and assessments

Product Knowledge:

  • Maintaining an in-depth understanding of CIM, products and services
  • Continually developing and sharing knowledge in order to provide a knowledgeable and professional service
  • Getting involved with the development of testing new processes, systems and technology to provide feedback from a customer perspective

Other

  • Supporting the wider team and other Customer Experience Teams during peak periods, as and when required
  • Continually striving to improve efficiency within the team, looking for opportunities to increase revenue
  • The mentoring programme - assisting with the administration
Special Requirements / Additional Information: 
  • A commitment to deliver exceptional customer service to exceed customer expectations
  • A high level of oral/written communications skills (essential)
  • An effective communicator, having confidence with inbound/outbound calls
  • Ability to prioritise workload, ensuring a high level of service is maintained
  • Excellent attention to detail and accuracy
  • Ability to develop good working relationships
  • Willingness to learn, develop and receive feedback
  • Excellent computer skills/knowledge of Microsoft Office package (experience with Microsoft Dynamics CRM system or similar an advantage)
  • Professional and approachable
  • Ability to work independently as well as part of a team
  • Ability to learn and retain high volumes of information
  • A positive/flexible attitude, organised, self-motivated and reliable
  • Customer focused and results driven
  • Ability to multi-task and prioritise with a “can do” attitude