An opportunity has arisen for a Client Support Representative to join Intertek Inform. The position will be dealing primarily with client queries across a variety of products, services and channels within multiple territories, ensuring a high standard of customer care and support is provided. Adhering to set process and procedures to ensure consistent, excellent customer service. Meeting objectives to contribute towards the business goals. This role is home based.

ABOUT YOU

An opportunity has arisen for a Client Support Representative to join Intertek Inform. The position will be dealing primarily with client queries across a variety of products, services and channels within multiple territories, ensuring a high standard of customer care and support is provided. Adhering to set process and procedures to ensure consistent, excellent customer service. Meeting objectives to contribute towards the business goals. This role is home based.

Required skills and experience:

• Proven customer service skills
• Knowledge of MS Office
• IT Systems knowledge
• Working experience of CRM, ideally Salesforce
• E-Commerce client support
• Preference for German language skills (Business/Professional Level)

Key activities:

• Provide an excellent customer service experience by responding to customer queries received in a timely accurate manner according to SLA specifications
• manage allocated workloads, whilst maintaining an understanding of the Team priorities
• Take ownership of enquiries through to a satisfactory conclusion
• Keep customers fully updated of the progress of their enquiry
• Liaise effectively with colleagues and business teams to resolve cases timely
• Provide knowledgeable support to assist customers in sourcing the correct document required, within the guidelines provided
• Direct clients to the correct channel for their Standards procurement requirement
• Provide end-user training to support onboarding of new clients and existing clients
• Support customers to enable self-serve via the websites with purchasing
• respond to general e-commerce enquiries
• Assist customers through the search facility, registration and order process
• Troubleshoot any issues with a view to completing their order online
• Provide responsive aftercare; copy invoices, delivery enquiries etc
• Provide support for existing customers to benefit from product functionality and to reinforce that Intertek Inform is a complete multi-channel solution for their knowledge requirement
• Build product expertise to advise and direct the customer to the best solution for their needs, recognising when an alternative solution may be beneficial
• Aid with end-users of products/services; liaising with other departments where necessary

• Deliver product training
• Provide quotations for the sale of single publications to support overall product offering
• Share relevant customer information with Account Managers
• Undertake administrative tasks to support customer retention
• Any other reasonable duties as required by the business

WHAT WE OFFER

Join Intertek and become part of our global network of inspiring and entrepreneurial colleagues. We are a global family that values diversity and we thrive working together with precision, pace, and passion. We are working to make the world Ever Better, ensuring the quality, safety and sustainability of products and services used by millions of people around the world.

• Competitive salary/benefits
• Development and career opportunities around the Globe
• Working in a highly motivated team and dynamic working environment

We are an Equal Opportunity Employer who do not discriminate against applicants. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex or national origin.

Intertek operates a preferred supplier arrangement and we do not accept unsolicited approaches from agencies.