Customer Service Representative

Customer Service Representative

Pink Elephant UK is looking for a motivated and fresh thinking individual to be involved in all aspects of running our office reporting to the Head of Operations. We require a person who is flexible with a range of skills and an enthusiasm building excellent working relationships with colleagues, suppliers and customers alike. Excellent communication and administrative skills are essential as is an ability to multi task under pressure.

Primary Responsibilities:

• To act as the single point of contact for all of Education services and managing the office reception.

Customer Service:

• Manage incoming customer enquiries, received via e-mail, telephone and webchat. Respond to all public schedule and e-learning course offerings and pass enquiries for other services to Sales team.
• Provide client support, on behalf of the Sales team, for on-site and online courses.
• Keep a log of all enquiries and proactively follow up in order to secure further course bookings/orders.
• Raise course booking/order forms and send to customers.
• Process credit card payments for customer bookings/orders.
• Register customer booking/order information on relevant systems.
• Follow up with customers post course to identify further training requirements.
• Communicate and manage event cancellation/re-scheduling with customers.

Course Administration:

• Ensure all education events are tracked and assigned within the work schedule.
• Order all necessary resources (documentation, exams & refreshments) to ensure the smooth running of an education event (public, on-site or online delivery).
• Ensure all booking confirmations and joining instructions are issued to delegates for public events.
• Ensure appropriate processes and procedures are adhered to for ordering exams and recording the results.
• To liaise with third parties that provide services associated with product range namely examination boards, printers, stationery and couriers.
• To produce purchase orders for all third party suppliers.
• Co-ordinate and distribute online course evaluation forms.
• Ensure lecturer performance, venue and product feedback is tracked and negative comments followed up.
• Ensure lecturers travel and accommodation is arranged.

Venue Management:

• To undertake annual contract negotiation with Venues, in conjunction with the Head of Operations, including quarterly reviews of performance.
• Manage meeting room bookings (both with venues and our office).
• To produce purchase orders for all training venues and check invoices against work undertaken.
• To maintain a record of monthly costs for delivery of education events.

Reporting:

• Maintain the weekly education revenue forecast for education events.
• Provide weekly booking and public course number reports.

General Office Administration:

• To answer the telephone as required.
• To assist with general administration duties as required.

To Apply:
Please send your CV and a Covering Letter explaining your suitability for this role to HRUK@pinkacademy.nl, please state the job reference number.