12 ene
Wood Mackenzie
Xico
.Company DescriptionWe help the world see new possibilities and inspire change for better tomorrows.
Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.
**Job Description**:We are looking for a **Senior Customer Support Specialist** at an exciting time for our fast-evolving **global Customer Support team.
**As a senior member of the team, you will become an established expert and lead in a specific field (Technical/ Operational or Commercial/ Product).
You will be accountable for team L&D; in this area and ensuring the team is equipped with the latest information and playbook to support L1 customer queries.
You will be the first point of escalation for the wider team where necessary, with handling Level 1 queries in your area of specialism.
In addition, you will generally lead by example, and proactively champion & influence, global best practice.
You will support strong customer query outcomes and resolution times in your field and coordinate any issues.
You will additionally play a lead role in relevant, key business projects pertaining to Customer Support, working closely with the Customer Support function manager.The person that fills this role must be a strong communicator, highly organized, and self-motivated, with the ability to successfully collaborate and influence others.
You will use your customer-focused, detail-oriented skillset and experience, to appropriately triage and handle customer queries through to resolution, in line with company SLA's.
You will demonstrate a customer-centric mindset resulting in strong customer satisfaction ratings and query resolution times.
In addition,
you will be responsible for ensuring user level permissions are always accurate and updated according to contracts and customer needs.You provide timely, accurate, pre-emptive support to customers via the Wood Mackenzie global customer helpdesk.
These tasks include:- Delivering high quality support.
Connecting with customers by delivering professional, personal, and pre-emptive service; building and maintaining customer relationships by listening to their needs and putting them first while ensuring our customers receive a prompt, complete response and resolution.- Use consultative questioning technique to fully understand customer needs- Ensure accurate and timely recording of information in Salesforce CRM system.
Be the voice of the customer,
close the feedback loop.- Collaborate with Customer Success teams on customer's reactive needs as appropriate- Ensure full and accurate understanding of new product/ customer inquiries, with timely escalation in line with SLA's and process- Act as an escalation point for more junior members of the team on level 1 query handling; particularly in your area of specialismEnsure user level permissions are always accurate and updated according to contracts and customer needs
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