Customer Success Advisor-ES & PT - Maternity Cover 12 months (Porto) | IR: 334

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 International School of Veterinary Postgraduate Studies (ISVPS)’. ISVPS 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.

Maternity Cover for 12 months - Based in Porto

As Customer Success Advisor for ISVPS you will be the first point of contact for candidates who have any queries relating to their assessment and examinations. The Customer Success Advisor will need to keep up to date with any policy changes relating to ISVPS accredited qualifications to ensure excellent service standards, respond efficiently to customer enquiries, maintain high customer satisfaction, and follow up to resolve any issues with the candidate experience.

This role covers Portugal and Spain so language skills are essential.

The role is based in our Porto office.

• Ensure customer satisfaction and provide professional customer support.
• Act as company gatekeeper for all enquiries via our online message service and telephone system, responding promptly to customer enquiries.
• Provide a well-informed response to advise candidate enquiries relating to courses provided and ISVPS accredited qualifications.
• Handle candidate enquiries by clarifying the customer's need; determining the nature of their query; selecting and explaining the best solution to solve this; expediting correction or adjustment if required and following up to ensure resolution.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and ensure this is passed over to the relevant team manager for resolution. Follow up to ensure resolution is communicated with candidate.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues from other departments and assisting the Exam Delivery Team with maintaining candidate enrolment records and sending out pre and post exam communications.
• Assist with the preparation and implementation of processes to improve customer relationships between academic and exam delivery departments to support the customer experience for candidates.
• 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.
• Providing feedback on the efficiency of the customer success process.
• Compile reports on overall customer satisfaction
• Assist Exam Delivery Team with exam invigilation and other such tasks relating to exam day delivery.
• Fluent in Spanish and Portuguese, medium level of English (written and spoken).
• Organized and methodical.
• Good communication skills, adaptability, able to deal with stressful situations.
• Great client management skills.
• Good with informatic tools.
• Team player.

• 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
• Conscientious and adaptable to change.
• Ability to work as part of a team or on own initiative.
• Ability to work under pressure
• Experience in the education sector desirable but not essential
• Flexibility within a rapidly evolving business