Ovation Incentives
Customer Success Coordinator
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Job Type: Full-time
Location: Chesterfield (hybrid: 1-2 days per week in the office)
About us
Ovation Incentives is a technology-focused performance improvement agency. We help our clients improve performance by incentivising, rewarding and motivating their customers, partners and employees. We do this through combining our world-class global reward portfolio with tailor-made technology systems to deliver award-winning solutions. We are dedicated to providing exceptional service and support to our clients. We are looking for a proactive and problem-solving Customer Success Coordinator to join our team.
The role
Be part of a small company with a great corporate culture where every employee counts. As a Client Success Coordinator, your primary responsibilities will include receiving orders from clients and processing them on our in-house technology platform, organising the electronic data storage of order information, generating invoices for clients, and participating in client calls and business reviews when necessary.
You will also be the first point of contact for our clients’ customers and helpdesk teams (via email only). This will require a high standard of service and customer satisfaction, ensuring that an efficient, friendly and professional manner is upheld. This is a great starting role with a potential of growth.
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You will primarily work remotely, with 1-2 days per week based in our Chesterfield office. Occasionally, travel to our London head office may be required
Key responsibilities
- Processing orders online through our various technology platforms
- Generating invoices and reports for clients and management
- Respond to customer queries via email in a timely and professional manner
- Utilise problem-solving skills to address and resolve customer issues effectively
- Display initiative and logical thinking to provide innovative solutions to customer problems
- Identifying and proactively seeking to support customers to ensure quality levels of service
- Liaise with suppliers to resolve escalated queries and ensure customer satisfaction
- Maintain accurate records of customer interactions and resolutions
- Collaborate with internal teams to improve customer experience and processes
- Monitor customer feedback and suggest improvements to enhance service quality
- Escalations to Client Account Manager in line with Client SLAs
- General administrative duties including keeping up to date work notes and process guides
- Ensuring compliance with company policies and industry regulations
Requirements
- Degree or qualified to third level in Business/IT/MIS/Communications related fields
- Proven experience in a customer service or customer success role
- Ability to work independently as well as part of a small team
- Excellent written and verbal communication skills
- Strong problem-solving abilities, logical thinking and attention to detail
- Ability to take initiative and work independently
- Experience in liaising with suppliers or external partners is a plus
- Proficiency in using Microsoft Office suite specifically Excel – successful candidates will be tested at interview stage
- A proactive, enthusiastic and positive attitude
- Excellent organisational skills and multitasking abilities
- Ability to work in a hybrid environment, with 1-2 days per week in the Chesterfield office
- Excellent command of English, both written and spoken – as demonstrated by your cover letter
- Only legal residents who are allowed to work in the UK will be considered
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Nice to have (but not essential)
- Ability to speak another language
- Experience with Freshdesk/Zendesk, JIRA, Microsoft Teams or similar systems (although full training will be provided).
Benefits
- Competitive salary and benefits package
- Flexible working arrangements
- Opportunities for professional growth and development
- Supportive and collaborative team environment
- Company employee rewards & recognition program
- Company pension
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