Who are Insights?
We’re a Learning and Development company founded 29 years ago in Scotland. Our personality profiling platform helps people understand themselves and others, their preferences, motivations and more. Our products and services are available in 31 languages and used globally in over 51 countries to increase self- awareness and improve organisational effectiveness.
Your purpose in the role
As a Client Support Coordinator you will often be the first point of contact for Insights customers, and your responsibilities are essential to the success of customer relationships.
You will ensure all parties have the necessary information to successfully deliver client learning needs which may be a mix of orders, events and day to day support.
You will support and manage enquiries within our Customer Hub and case management systems, where you will engage with customers by email and/or telephone. You will be confident in your approach, building excellent rapport and demonstrating genuine passion for customer service. Data accuracy and attention to detail will be top-of-mind to triage calls in order to meet service level agreements and ensure customer satisfaction.
You will understand how your role enables colleagues in other functions to be successful and work in partnership with them to deliver toward the goals of Insights as well as those of our customers.
What you will do to succeed
How you will show up
Other requirements
We’re a Learning and Development company founded 29 years ago in Scotland. Our personality profiling platform helps people understand themselves and others, their preferences, motivations and more. Our products and services are available in 31 languages and used globally in over 51 countries to increase self- awareness and improve organisational effectiveness.
Your purpose in the role
As a Client Support Coordinator you will often be the first point of contact for Insights customers, and your responsibilities are essential to the success of customer relationships.
You will ensure all parties have the necessary information to successfully deliver client learning needs which may be a mix of orders, events and day to day support.
You will support and manage enquiries within our Customer Hub and case management systems, where you will engage with customers by email and/or telephone. You will be confident in your approach, building excellent rapport and demonstrating genuine passion for customer service. Data accuracy and attention to detail will be top-of-mind to triage calls in order to meet service level agreements and ensure customer satisfaction.
You will understand how your role enables colleagues in other functions to be successful and work in partnership with them to deliver toward the goals of Insights as well as those of our customers.
What you will do to succeed
- Maintain a positive mindset that drives you to deliver ‘Legendary Service’ with every customer interaction
- Truly care about delighting customers, using your skills to adapt and connect to your customers’ unique needs and requirements
- Demonstrate a ‘how can I help’ mentality whilst managing pre and post event logistics, liaising closely with Sales, Production, and Finance to facilitate an excellent customer experience
- Work with the customer and Legal Team to co-create any contractual agreements prior to any order and event being completed
- Keep your knowledge of products and services current and comprehensive, in order to describe features and benefits accurately and relate them to customer needs
- Organise, monitor, and provide technical support to event facilitators via Adobe Connect, Zoom, Skype, Teams and WebEx (training will be provided)
- Create, manage, and verify information on our order and event management system (D365)
- Prepare adhoc reports in line with customer service agreements
- Foster great communication skills both verbally (i.e. telephone manner) and in writing
- Effectively manage complex or challenging conversations with customers which will build their trust in you and Insights by delivering on promises
- Support customer self-service by educating and training on our systems and processes
- Support fulfilment of customer orders including customs documentation & processes, stock management, small orders fulfilment, picking & packing orders, liaising with local providers and reporting on purchasing & fulfilment activity
How you will show up
- With strong passion to deliver legendary customer experience, always prepared to ‘go the extra mile' to provide support on time and to the highest standard
- Use strong communication skills to share relevant information with customers verbally and in writing
- Seek new and innovative ways to meet and exceed customer expectations, making recommendations and suggestions to improve processes and procedures as appropriate
- Take responsibility for your actions and accept accountability in resolving customer enquiries, even when resolution will take more time than expected
- Participate openly with your team(s) and share useful or relevant ideas and information
- Demonstrate drive and initiative to achieve personal and organisational priorities
- Highly motivated, articulate, and with great attention to detail
- Ability to prioritise and work under pressure with good time management and a proactive approach to potential problems and solutions
- With an ability to adapt in a dynamic, ever-changing environment
- As a self starter who enjoys enhancing IT skills to provide a greater service
Other requirements
- This position will work flexibly within business hours when required to deliver for our customers
- Written and spoken fluency in English and Danish is essential
