| Advertiser: | R L Polk Uk Ltd |
     |
|
| Job Title: | Customer Support Analyst | ||
| Job Description: |
To assist the company in achieving its business objectives and revenue targets by providing technical and helpdesk support to R. L. Polk clients. To provide assistance to other members of the Client Support team in ensuring data integrity and resolving technical issues.
Key Responsibilities: Support client telephone calls/emails in order to achieve and maintain agreed service levels. Liaise with appropriate parties to ensure that client queries are resolved Ensure all calls received are maintained in an issue management and issue logging system Establish and maintain Key Performance Indicator metrics that enable the Account Managers to monitor our ability to meet agreed client deadlines and that enables them to implement improvements where appropriate Have a clear understanding of the purpose and implementation of the QMS (Quality Management System) and ensure that all work is undertaken and controlled in accordance with the QMS. Ensure data integrity of all web based and other client products, investigating data issues and delegating to other teams/ obtaining further information where necessary Quality control, produce and distribute all client releases within the teams accounts, including production of CDs, on-line reports, monthly cube production and paper based reports to ensure that all deadlines are met Responsible for quality control and release of all PolkConnect web products Liaise with the Product Managers in the development and maintenance of user documentation Provide any additional assistance required to client support team members Administer security provisions covering user access to Polk products and services Perform other duties as requested by management Oversee Installations and brand roll outs from start to end ensuring that all other teams complete their required tasks in time Run weekly account meetings to ensure all relevant staff are up to date on current data status and production Investigate data/event issues raised by clients or account team members by referring back to raw data and invoices and working with EUF team Create monthly client reviews and ensure accurate data is produced by agreed deadlines Ensure ongoing client satisfaction by managing new accounts and carrying out proactive account maintenance (courtesy calls) Support the Account Manager to ensure business objectives are managed and developed profitably Interact with dealerships and technical support staff to maintain and improve data quality, turnaround time and to increase efficiency Ensure compliance with contractual guidelines and maintain documentation according to department standards Maintain confidentiality when working with multiple high-profile clients Coordinate people and tasks |
||
| Skills Required: | 2 years experience of office administration, Fully proficient user of the Microsoft Office packages | For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise. | |
| Location: | St Albans | ||
| Job Type: | Permanent | ||
| Rate: | £17K to £20K Per Year Benefits: Pension, Life Assurance, Private Medical, 26 days | ||
| Start Date: | ASAP Duration: | ||
| Contact: | Ruhena Akhtar | Contact E-mail: | ruhena.akhtar@polk.co.uk |
| Contact Tel: | 01727 845558 | Contact Fax: | 01727 734700 |
| Reference: | CSA | Added: | 29-07-2008 |
