Costumer Success Advisor

Improve International was established in 1998 by a group of veterinary surgeons from across the UK. We run Continuous Professional Development training from veterinary professionals to help develop the skills and knowledge required in practice. 

Our programmes utilise a combination of review lectures, case-based discussion and, where applicable, hands-on practical sessions. Within Improve we also have the function of 'The International School of Veterinary Postgraduate Studies (ISVPS)'. This function is dedicated to providing veterinary surgeons, nurses and technicians with high quality, achievable qualifications that are recognised internationally. We are an international organisation with offices in the UK and Portugal. 

As the worldwide market leader in veterinary postgraduate education, we are recruiting a Costumer Success Advisor to help us on the next stage of our journey.

• Ensure customer satisfaction and provide professional customer support.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Knowing our products inside and out so that you can answer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues and other departments as necessary.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Manage all customer incoming calls and emails throughout their customer journey with us
• Proactively address any poor customer feedback via phone or email.
• Meet personal/team KPI targets and call handling quotas
• Go the extra mile to engage customers
• Advise on company information
• Act as the company gatekeeper
• Providing feedback on the efficiency of the customer success process.
• Compile reports on overall customer satisfaction

This job description sets out the main duties of the post at the date when it was completed although it does not include or define all tasks which the post holder may be expected to carry out. The duties may vary from time to time without changing the nature of the post or the level of responsibility and the post holder may also be required to carry out any other duties appropriate to the level of the post.

Qualifications and experience

• Vet or Vet Tech qualifaction (ideally)
• Proven customer success experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Competent IT skills, use of Microsoft office and ability to learn new systems
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills (written and oral)
• Ability to multitask, prioritize and manage time effectively
• Ability to resolve conflict
• Positive attitude and solution focused
• Adaptability
• Ability to work under pressure
• Experience in the education sector desirable but not essential
• Flexibility within a rapidly evolving business

Annual Leave Entitlement: Statutory, plus public holidays, plus service days 

Office Closure: Additional leave on the afternoon of the 24th and the 31st December 2024

Weekly Hours: 40 

Location: Eschborn. Hybrid working available.

Annual bonus: Discretionary Annual Bonus 

EAP: Employee Assistance Program (Globally available)

Discount Shopping portal

Full training provided

Free tea and coffee 

Great team spirit in the office and comfortable office environment 

Multi-cultural team and colleagues based globally