Customer Success Specialist

Informa
United Kingdom
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer relationship building","Proactive engagement","Problem solving","Communication","Process improvement"]

Own customer queries and serve as the primary customer service contact for strategic accounts, driving customer satisfaction and first-time resolution through proactive engagement. Build and maintain long-lasting relationships by acting as a trusted advisor, monitoring accounts for risks, and conducting regular check-ins with commercial colleagues. Manage orders, invoices, quotes, returns, and claims, resolve product/service issues, and use SAP/Salesforce to streamline customer workflows and KPIs.

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FursaFursa
Informa
Informa
1 month ago

Customer Success Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Own customer queries and serve as the primary customer service contact for strategic accounts, driving customer satisfaction and first-time resolution through proactive engagement. Build and maintain long-lasting relationships by acting as a trusted advisor, monitoring accounts for risks, and conducting regular check-ins with commercial colleagues. Manage orders, invoices, quotes, returns, and claims, resolve product/service issues, and use SAP/Salesforce to streamline customer workflows and KPIs.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve customer queries via phone, email, live chat, and in person through to resolution in line with policies, KPIs, and Customer First best practices.
  • •Serve as the primary customer service contact for assigned strategic accounts, maintaining long-lasting customer relationships through effective communication and engagement.
  • •Act as a trusted advisor/advocate by understanding customer business objectives and challenges and proactively addressing account concerns and risks with regular check-ins.
  • •Process orders, invoices, quotes, returns, and claims accurately and timely, responding to customer issues and escalating where appropriate.
  • •Resolve product/service problems by identifying root cause, selecting and explaining the best solution, expediting corrections, and ensuring follow-up to resolution.

Pay and Benefits

Perks:Annual LeaveHealth InsurancePension SchemeLife AssuranceVolunteering Days

Key Requirements

  • •Previous customer service experience across a wide breadth of customer service tasks.
  • •Experience of working to KPIs/SLA’s and encouraging others to.
  • •Advanced knowledge of SAP, Salesforce, and other customer service systems (super user; test new functionality).
  • •Experience with Microsoft Office, including advanced knowledge of Excel.
  • •A good standard of education including English and Maths.
Skills:Customer relationship buildingProactive engagementProblem solvingCommunicationProcess improvement
Languages:English
Tech Stack:Microsoft OfficeExcelSAPSalesforce

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Informa
Global business-to-business information services group operating events, academic and professional publishing, and data & analytics businesses serving specialist markets worldwide.
Industry: Publishing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1998
WebsiteLinkedIn