Customer Services Manager, Software - Junior Level

This is a newly created position for someone with superb customer service skills and a professional, outgoing, and positive personality, who has had some experience of IT support or application support, plus a couple of years working in a business oriented customer service role and is keen to move up into management.

You are confident and motivated and are you able to think logically and prioritise issues when the pressure is on. If you are interested in progressing in client management, this job has fantastic prospects. Starting salary to £30k plus benefits; the role is currently home based but may require some office days in the future.

As the new Junior Customer Service Manager at this exceptionally successful cloud ERP software company, you will monitor, record, and manage the process of dealing with the service and support requests from their clients, ensuring that they are being worked through, and that escalations are on track, giving the clients an estimate of when they will be resolved, and keeping the client informed and happy. The company is a leader in its market; they have nearly 400 staff, and their ERP solution has a strong element of accounting and finance. Your job is to ensure a high level of customer satisfaction for their clients when they need tech support.

To do this well, you need to have exceptional organisational and communication skills, a great telephone manner, a passion for giving customers the best service and experience, detailed record keeping, and a professional attitude as you will be the one building the relationship with the client and presenting the face of the support & service team. Knowledge of IT, some experience of technology or application support, and at least 2 years in a customer service job are essential.

Educated to a high level, you think on your feet, and you can nurture and grow your relationships with customers. They will be relying on you to find the right person in the company to answer and solve their support problem and to keep them informed of the status of their support requests. You need to deal with them politely and efficiently, and building strong relationships will be invaluable to you when you may need to tell them that a solution has not yet been found, or that it will take longer than initially thought.

So you will look after all the customers, assess the support logs and what work is outstanding, liaise with the IT and application support analysts, and the consultancy team and manage the hand over to the correct people who will be best able to solve the queries. You will manage customer calls, and occasionally have virtual meetings with clients to update them on progress and follow up on work done. You will also coordinate the production of client estimates, and work scheduling, keeping requests on track, confirming work is done with the client, and getting approval to close each case and bill the client.

The sky is the limit as to where you might progress to with this role. The company nurtures and develops its employees and there will be many avenues that you can take as you grow here.

If you think you are right for this newly created customer service management job, contact Jake King or Carolyn MacLurg at Ambis Resourcing.