Customer Care Administrator

The role of Customer Care Administrator role is responsible for ensuring customers receive the highest level of service when contacting Bromcom. This includes working with the wider organisation on quality measures, keeping internal systems up to date, responding to customer needs and directing them to ensure they’re getting the most out of Bromcom’s software and services.

Key responsibilities:

• Be a primary source of contact for our customers

• Ensure customers contacting the Customer Care mailbox are handled within relevant SLAs

• Maintain accurate and up-to-date records in our CRM system (Dynamics 365)

• Take ownership of, respond to and resolve customer escalation and complaints.

Other responsibilities

• Work with the Customer Care Manager and wider organisation to ensure that relevant procedures are followed in line with our ISO9001 accreditation.

• Contribute to ongoing continual improvement work across Bromcom as required.

• Identify opportunities for process improvement and recommend solutions.

• Assist in regular reporting in relation to customer feedback, including CSAT, NPS and other forms of response.

• Other activities which may change in line with business need.

Required Skills and Qualifications:

• Experience working in a customer service environment

• Strong organisational and administrative skills

• Excellent communication and interpersonal skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

• Ability to work independently and as part of a team

• A customer-focused mindset and a passion for providing excellent service

Additional Skills (Preferred):

• Working knowledge of customer relationship management systems e.g. Dynamics 365

• Familiarity with Bromcom products and services

• An understanding of ISO9001, ITIL and other quality or service frameworks

*Bromcom is an Equal Opportunities employer