At Skillsoft, we propel organizations and people to grow together through transformative learning experiences. We believe every team member has the potential to be AMAZING. Join us in our quest to transform learning and help individuals unleash their edge.
Job Purpose
To enable and support the UK sales and operations teams in the delivery of revenues as a result of positive, timely and exceptional levels of service.
Key Objectives
To provide support for external sales providing optimal responses, quick turn-around and ownership Correct and efficient usage of BAPS documenting all required client contact, booking and financial information Ensure internal processes and procedures are fully understood and adhered to Understand the impact the CS role has on customer satisfaction Timely facilitation of GK third party bookings, invoicing and the inter-company booking process in line with required timescales Build qualitative relationships both internally at GK and, client-side Work as a positive team contributor providing cover for the wider team as and if required Provision of data or reports to support bid activities Display a basic understanding GK’s curriculum Provide clients with GK marketing news or curriculum updates on request Ensure that all Global Knowledge engagement meets and, exceed client expectation
Areas of Responsibility
Ensure the customer service desk is covered at all times Provide first line response / answer to client requests within the 4 hour SLA Ensure clients are aware of who escalated requests have been forwarded to Ensure inbound CS phone is answered within 3 rings capturing detailed and relevant client information including (name/title/contact details and reason for calling) Produce key reports for the smooth and efficient running of sales (provisional, confirmed, cancelled reports) in line with business requirement Produce and send customer requested support documentation (pro forma invoices, visa invitation letters etc). VUE and Prometric qualified administrator to support Training Centre Administrators when required. Administration and confirmation of bookings, pre-payments and orders in line with procedure ensuring complete accuracy Ensure ALL back-up documents are soft copy filed Attend GK curriculum webinars to gain industry knowledge
Job Related Qualifications
- Any formal Customer Services qualification would be advantageous
Desirable Job Related Skills and ExperienceCustomer Service Executives must have: excellent administration, customer service and communication skills; a good understanding of a sales environment; and a good working knowledge of IT systems and Microsoft Office.In addition, excellent attention to detail with an ability to work under pressure, prioritise and be flexible.
Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets – their people – and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.
Skillsoft is partner to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com.
Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!
NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.
Skillsoft Bracknell, England Office
1st Floor, 5 Arlington Square Downshire Way, Bracknell, United Kingdom, RG12 1WA
