Job Description

My client is seeking a Customer Service Administrator to join their team! They are the UKs leading digital transcription company working in a fast-paced environment and a highly competitive market. You would be responsible for managing their scheduling system and other administrative duties whilst providing excellent customer service.

Daily Duties

Managing our scheduling system which includes Excel and a bespoke uploading facility, Global Lounge, which is affected regularly by new client requests.

Liaising with the Operations and Freelancers teams, via email, Slack and sometimes video conferencing. Undertaking administrative tasks to which will vary from week to week but entail such things as CRM input, researching better systems, etc.

Handling client phone calls and replying to all new enquiries that arrive in the inbox.

Schedule workload via Global Lounge, and Excel, ensuring all deadlines are met and transcribers are not overloaded.

Carry out research when required, such as analysis of marketing ROI, etc.

Troubleshooting freelancer queries on our messaging system.

Ad hoc tasks that may be research based/quality control/client liaison.

Provide outstanding customer service via telephone and email.

Assist the Operations Manager/CEO with day-to-day activities - amending deadlines, checking blogs, mailouts etc.

Assist with proofreading transcripts when required.

Ensure all existing and new client activities are logged and opportunities updated in our CRM for accurate forecasting of the future pipeline.

Liaise with the Operations, Quality Control and Freelancers team where needed.

First point of contact for existing and new clients via the telephone/zoom and email.

Knowledge and Experience

Working efficiently and in a calm manner.

Ensuring that deadlines are met.

Able to commute once a month to Cirencester.

Excellent time management and organisational skills.

Able to adapt to changes.

Knowledge about prioritising tasks.

Strong communication skills.

Experience working in a B2B office environment. training will take place in Cirencester

Strong knowledge of using Microsoft 365