Customer Account Manager

Mar 6, 2017 by

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Customer Account Manager (CAM) – Swedish-speaking


We require an individual looking to join a growing company, who takes pride in their work and is dedicated to providing exceptional customer service and support to a portfolio of clients.

Background of EBSCO:

EBSCO Information Services is a worldwide leader in providing information access and management solutions through print and electronic journal subscription services, online access research database development and production. In serving the library and business communities for more than 70 years we not only provide solutions for information management issues, but also a total cost benefit through the handling of information and procurement needs through one service provider.

Key Responsibilities:

Manage a portfolio of customers meeting their day to day requirements

Take responsibility for customer loyalty within the remit of the role

Reassure customers, educate and train them in best practice

Have thorough understanding of the packages process and ensure 100% accuracy

Responsible for business retention and strategic review of accounts

Resolve problems efficiently with minimum impact on the customer

Present information clearly, logically and accurately

Strive for 100% customer account retention and performance against SLA

Actively work towards improving customer satisfaction scores

Provide Webex training on EBSCO products to educate customers and encourage them to use EBSCONET

Use NETCRM/WIT system to triage customer queries within service level agreement

Creating reports to investigate and analyse trends of customer accounts

The Candidate

Essential requirements:

Fluent in Swedish and English, both written and verbal

2+ years’ previous experience in a customer services support environment

Educated to GCSE standard or equivalent

Grades A-C in Maths and English

Intermediate level of competence with the Microsoft Office suite, particularly Word, Excel and Outlook

Excellent at building and maintaining customer relationships

Excellent telephone manner

Strong customer service focus

Excellent communication skills both verbally and written

Remuneration & Company Benefits: 

Up to £23,000 starting salary

22 days holiday

Profit Share

Workplace pension scheme (available after 3 months’ service)

Childcare Vouchers

Hours – 37.5 per week (Mon-Fri)

Please note that this role is based in New Barnet, EN5.

To apply for this position please forward your application to [email protected]