We are looking to recruit a Customer Service Manager in our main office in Barcelona, Spain to run all our customer-facing communications in English for our market-leading online legal and business intelligence services for the nicotine and cannabis sectors. The position requires an individual with excellent organisational and communications skills, problem-solving ability and a can-do attitude. This is a B2B role where you will be responsible for our organisation’s customer service policies, objectives and initiatives.
The role will include:
Building and maintaining client relationships in English; handling C-level and senior clients including technical and sophisticated requests.
Managing client accounts and administrative paperwork.
Carrying out training sessions with clients on how to use our online data platforms.
Coordinating all customer service activities (enquiries, calls, follow ups, product demos, etc.) including other teams within the organisation when needed.
Developing and implementing a customer service strategy, retention and upsell plan to improve client feedback and subscription renewal and upsell rates.
Creating effective customer service procedures, policies, and standards.
Developing customer satisfaction goals, measuring customer service rates accurately and reporting on progress.
Providing support to the sales team on up-selling/cross-selling.
2-3 years of experience in a B2B customer facing role.
Previous experience dealing with senior roles / C-level customers.
Outstanding written and verbal communication skills in English; a level of comfort in English equivalent to mother-tongue.
Patience, confidence and politeness.
Excellent organisational, administrative, and problem-solving skills.
Familiarity with customer support tools, or ability to learn new software quickly.
Innovative, analytical and creative thinking skills to ensure we provide a cutting-edge client experience.
Based in Barcelona, Catalonia.