Job Title: Sales and Support CoordinatorEmployer: Smedley GroupJob Type: RemoteLocation: United KingdomSalary/Rate: Not SpecifiedUK Visa Sponsorship: Not Available
Manage and monitor the customer support inbox, working towards a 24-hour response SLA.
Respond to complex customer enquiries and resolve issues where possible.
Monitor outstanding enquiries and follow-ups.
Identify recurring customer questions and issues and share feedback with the wider team.
Monitor the sales team’s daily calling activity and help ensure targets are achieved.
Track team performance and flag issues or gaps.
Answer sales and customer support questions.
Support correct processes and the effective use of systems.
Monitor calls and provide guidance and feedback on sales techniques and messaging.
Share customer feedback, trends and concerns with the commercial team.
Help manage one-to-one customer communications about products, events, pricing and processes.
Identify potential customer issues before they become wider problems.
Train and onboard new starters.
Support new team members.
Maintain and improve sales and customer support processes.
Keep internal guidance and documentation up to date.
Identify and escalation customer or sales issues requiring additional support.
Follow up on escalated issues to ensure resolution and customer response.
Communicate relevant issues and trends to the wider team.
Requirements
- Strong organisational skills and attention to detail.
- Excellent written and verbal communication skills.
- Confidence in working with and supporting a team.
- Ability to monitor targets and hold people accountable.
- A proactive approach to problem-solving.
- Ability to manage multiple enquiries and competing priorities.
- Good judgement when deciding whether to resolve an issue independently or escape it.
- Confidence in using CRM, sales and customer support systems.
- Previous experience in sales, customer support, sales administration or a similar role is desirable.
- Inclusive workplace culture that supports diversity and respect.
- Opportunities for career growth and professional development as the business scales.
Job Title: Sales and Support CoordinatorEmployer: Smedley GroupJob Type: RemoteLocation: United KingdomSalary/Rate: Not SpecifiedUK Visa Sponsorship: Not Available
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Description
- Manage and monitor the customer support inbox, working towards a 24-hour response SLA.
- Respond to complex customer enquiries and resolve issues where possible.
- Monitor outstanding enquiries and follow-ups.
- Identify recurring customer questions and issues and share feedback with the wider team.
- Monitor the sales team’s daily calling activity and help ensure targets are achieved.
- Track team performance and flag issues or gaps.
- Answer sales and customer support questions.
- Support correct processes and the effective use of systems.
- Handle complex customer or sales queries.
- Monitor calls and provide guidance and feedback on sales techniques and messaging.
- Provide customer-facing input into commercial decisions.
- Share customer feedback, trends and concerns with the commercial team.
- Help manage one-to-one customer communications about products, events, pricing and processes.
- Identify potential customer issues before they become wider problems.
- Train and onboard new starters.
- Support new team members.
- Maintain and improve sales and customer support processes.
- Keep internal guidance and documentation up to date.
- Identify and escalation customer or sales issues requiring additional support.
- Follow up on escalated issues to ensure resolution and customer response.
- Communicate relevant issues and trends to the wider team.
Requirements
- Strong organisational skills and attention to detail.
- Excellent written and verbal communication skills.
- Confidence in working with and supporting a team.
- Ability to monitor targets and hold people accountable.
- A proactive approach to problem-solving.
- Ability to manage multiple enquiries and competing priorities.
- Good judgement when deciding whether to resolve an issue independently or escape it.
- Confidence in using CRM, sales and customer support systems.
- Previous experience in sales, customer support, sales administration or a similar role is desirable.
Benefits
- Inclusive workplace culture that supports diversity and respect.
- Opportunities for career growth and professional development as the business scales.
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