Cpl have an exciting opportunity available to join an organisation based in Dublin City Centre as a Membership Support Administrator.
This opportunity would be best suited to someone with a background in Customer Support / Business Support in a call centre / operations centre organisation.
Competitive salary, hybrid working and excellent benefits package on offer.
If you have 2+ years’ experience in a similar role and would like to learn more about this opportunity, please contact [email protected] for a confidential chat.
Responsibilities:
Manage and track member on-boarding for new members:
• Work with our Head of Customer Experience and the Key Account Managers (KAM) to develop and implement on-boarding plans for new members.
• Track the progress of new members through the on-boarding process.
• Escalate any issues or concerns to the relevant KAM.
• Agree and develop generic and tailored communications for each new member with KAM.
• Work with the KAM to move new members to the Key Account Management process at the end of the 12-month on-boarding period.
• Educate new customers to ensure smooth adoption of our products and prioritise delivering a positive customer experience.
Ensure member access and service allocation:
• Ensure that new members have access to the company website and any other relevant online resources.
• Ensure the correct allocation of teams and colleagues to support new members.
• Support the KAM teams to provide new members with access to relevant resources, supports
and marketing lists.
Monitor member engagement and service usage and escalate concerns where needed:
• Handle member queries and escalations as they arise.
• Create and maintain all appropriate documentation.
Review member journey and interactions:
• Enhance the on-boarding process by identifying gaps or areas for improvement.
• Make recommendations on how to improve the on-boarding process.
Experience:
• Experience in a customer service or client support role
• Experience in on-boarding new customers or clients preferred
• Experience in managing and tracking projects
• Experience in data entry and management preferred
Business/Technical Skills:
• Strong organisation Skills.
• Strong customer service and interpersonal skills
• Ability to work independently and as part of a team
• Ability to manage multiple projects and deadlines simultaneously
• Ability to communicate effectively in writing and verbally
• Proficient in using Microsoft Office suite including Microsoft Dynamics CRM experience