Wolters Kluwer Health - Customer Support Coordinator Fluent in French, German or Dutch

Sector:	Facilitaire dienstverlening
Niveau:
Plaats:	Den Haag

Beschrijving

Customer Support Coordinator Fluent in French, German or Dutch

Reports to:Customer Service Manager (CSM)

Direct reports:None

Location:London

Purpose:

The Customer Support Coordinator is responsible for providing excellent and timely customer service to the medical, academic and corporate market, and accurate order entry of customer orders. Primarily office based although some travel abroad may be required for meetings and training.

Key Responsibilities:

•Follow agreed processes in order to provide timely, accurate and effective customer service for internal and external customers, specifically:
-subscription and order management in the internal system, including processing new and renewal orders, upgrades and trials
-setting up and managing customer access including providing usernames and passwords / maintaining IP addresses / jumpstarts
-trouble-shooting customer access problems – no access, missing titles etc

•Respond to customer enquiries to resolve problems and assist with queries in a timely and effective manner

•Timely, accurate and consistent order processing and data entry to ensure standards and targets are met and in line with company policies

•Maintain up to date knowledge of Ovid products and services

•Assist Sales department with customer administrative issues and provide administrative support where required

•Work closely with Technical Support and Sales Engineers to ensure optimum account set up and access

•Work closely with Finance department to improve debt management

•Provide timely and accurate reports to CSM as requested

•Continuously seek ways to improve the service offered and adopt a proactive approach to improving service

•Provide cover for team members when required

•To undertake ad hoc projects as directed by CSM in order to enhance and promote good customer service

•Any other duties as may be relevant to the needs of the business


Skills and Experience:

Essential

- Proven experience in a Customer Service / Order Processing position
- GCSE or equivalent – Maths – A or B grade
- Excellent fluent English language communication skills

Desirable

- Experience in a healthcare / academic / library / information services environment
- Educated to degree level or equivalent
- European languages an advantage