Backoffice Support Specialist (UK) at Mango5

KEY RESPONSIBILITIES:

• Task Management: Efficiently complete assigned cases/tasks and adapt to additional similar tasks as required within SLA. Utilize a consultative approach to understand and address internal stakeholder pain points, offering tailored solutions.
• Performance: Achieve client-centric KPIs, including CSAT, productivity, and quality.
• Campaign Management: Create and edit advertising campaigns, ensuring accuracy and relevance of information.
• Content Creation: Generate client-facing content and reports, involving data pulling and collation, following a defined process.
• Account Administration: Manage user access, including adding and removing account permissions.
• Credit Allocation: Administer promotional credits to accounts on various cadences (weekly, monthly).
• Problem-Solving: Conduct investigations into job visibility issues on the platform, including problem identification, ticket logging, management, and follow-up.
• Proactive Approach: Tackle problems with a proactive, customer-centric mindset.
• Internal Communication: Proficiently communicate with internal partners, using tools like Salesforce Chatter.
• Technical Troubleshooting: Diagnose and resolve technical issues, work with new and existing integration setups, and engage extensively with our job aggregation system.

REQUIRED SKILLS:

• Quick learner with a knack for technology.
• Passionate about resolving client issues.
• Proficient in multitasking, prioritizing, and working under pressure.
• Adaptable to evolving work environments; open to feedback and its integration.
• High personal integrity, positively representing the company.
• Exceptional organizational skills with meticulous attention to detail.
• Team player with a collaborative spirit.

QUALIFICATIONS:

• Minimum 1 year in customer service, client success, or B2B client support.
• Proven CRM experience in a support or related role.
• Experience with JIRA Ticket Management and Salesforce CRM advantageous.
• Strong oral and written language proficiency.
• Proficient in internet navigation.
• Problem-solving mindset with effective analytical skills