Customer Representative - UK/EMEA
Serve as our ambassador and provide first class customer service to our internal and external clients within the UK/EMEA markets.
JOB SUMMARY
The Herrmann Support plays an integral role in our mission and success of the Whole Brain Initiative and increase the overall number of Thinkers. In this role, you will proactively serve as the support point of contact with Herrmann’s existing and new clients in the UK/EMEA markets. As a Herrmann Support team member, you will collaborate with every department in our organization with the goal of achieving the best experience for our clients.
Position is be based in the geographic area within the United Kingdom.
DUTIES & ESSENTIAL JOB FUNCTIONS
- Start each day, knowing that you are part of an awesome team where
hard work, teamwork and dedication are key ingredients - You will serve as our ambassador providing EPIC customer service to internal and external clients
- Partner with the Client Success Managers in the management of client accounts
- You will process client’s orders to include HBDI assessment invitations and access links; create and set parameters for corresponding individual/team/group reports; and proactively follow up with clients regarding any incomplete or outstanding orders
- You will serve as SME (Subject Matter Expert) regarding access & report retrieval within AXON as well serve as a resource to clients regarding Self Service orders in Axon and Thinker Hub
- You will correspond directly with Self Processor clients and assist with their migration from the HTMS system to AXON platform and provide world class customer support to achieve and maintain high levels of customer satisfaction
- You will submit tickets to Technical Support and Development Team regarding system issues and/or enhancements
- You will maintain and complete the required Activity Sheet and process client billing to include sending either the invoice or cash receipt to respective clients
- You will maintain and update the Solution Model Tracking Sheets for each client customer, input all incoming and new leads into Hub Spot and provide status updates to Sales team regarding all orders
- You will answer the main Herrmann phone line and dispatch to appropriate individual/department as needed and provide timely response to service emails
- Create cases and assign escalation cases to appropriate departments for follow-up & problem resolution
- Follow up with Certification participants to encourage practicum completion
- Contact clients following sales to ensure ongoing customer satisfaction
- You’re responsible to manage time effectively, meet personal goals and work effectively with other members of the team; effectively communicate with the Sales team and other departments and collaborate with the Sales Team to achieve sales quotas and grow our business
QUALIFICATIONS
- Possess a General Certificate of Secondary Education required
- You have prior experience working in a comparable Customer Support role
- You have excellent oral and written skills with proven ability to communicate, present and influence individuals at all levels of the organization
- You consider yourself as a self-starter/self-motivated Team Player with a positive attitude
- You’re focused and have excellent attention to detail and multi-tasking ability and are also able to work under pressure and meet scheduled deadlines
- You are proficient in Microsoft Office/Google Docs Suite
- You also have prior experience working in remote/virtual environment
PREFERRED ADDITIONAL EXPERIENCE
- Bachelor’s degree, highly preferred
- Comfort working in a remote environment with stakeholders across different time zones
- Fluency in foreign language(s), French is a plus
- Experience and knowledge of SaaS business model
Herrmann is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of thinking preferences, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To apply for this position, please send your resume with and cover letter to careers@thinkherrmann.com. Please include the title of the position that you are applying for in the subject line of your email.
To apply for this position, please send your resume with and cover letter to careers@thinkherrmann.com. Please include the title of the position that you are applying for in the subject line of your email.
