Customer Service Assistant, Multilingual bei SANS Institute
SANS Institute · Swansea, Vereinigtes Königreich · Hybrid
- Junior
- Optionales Büro in Swansea
Being the provider of a great customer experience and understanding what SANS community want from a Cyber Security Training Provider. To continuously improve our service levels by handling queries in an effective manner, problem solving and finding a suitable solution while creating a positive working environment for all customers and colleagues.
Key Responsibilities
Operational
- First point of contact for all customer enquiries regarding SANS EMEA.
- Liaise with all SANS teams regionally and globally in relation to customer service issues, providing advice, guidance, and support to both sales team and clients across the EMEA region.
- Build rapport by interacting with customers, delegates via email and telephone, providing solutions that meet their expectations.
- Respond to customer requests in a timely manner via email or telephone.
- Logging, updating, and creating tasks through the ticketing system as and when required.
- Process payments over the telephone with customers.
- Checking invoices on behalf of billing and providing customer updates as required.
- Liaise with customers regarding all queries pertaining to events, registration, and payments.
- Provide basic technical support and account administration for SANS delegates across the EMEA region.
- Allocating leads to the sales team for verification.
- Occasional travel to London Events to assist the Event Managers and help with delegate registrations.
Other
- Form key relationships with delegates and customers to ensure that they are receiving a world class service.
- Offer support internally to all departments across EMEA when required.
- The ability to communicate in a Modern European Language is essential for this role, preferably German or Spanish.
Skills, Knowledge and Expertise
Essential
- Previous Customer Service experience.
- 5 GCSEs, including Mathematics & English Language or equivalent.
- Ability to communicate in a Modern European Language, German, or Spanish preferred.
- PC literate with good MS Office skills. | Hardworking.
- Positive, can do attitude.
- Excellent interpersonal skills.
- Good time management skills.
- A pro-active forward thinking team player.
- Effective communicator both written & oral to communicate globally across marketing and other departments.
- Ability to use own initiative and work independently.
- Organised.
- Excellent attention to detail.
- Efficient problem-solving skills.
- Not afraid to challenge the status quo.
- Ability to perform multiple activities simultaneously.
- Able to work in high pressure situations and deadline driven.
- Excellent interpersonal skills.
- Uses initiative.
Desirable
- Previous experience of a pan EMEA role.
- Background and/or interest in Cyber Security.
- Experience of using ServiceNow or any relevant CRM.
