Customer Service Account Manager
EBSCO is a global company with an office in North Sydney, and is a supplier of journal and magazine subscriptions, full text databases and supporting software and services to all types of libraries, Government and corporate businesses, academic institutions and research organisations across Australia and New Zealand.
More information about our company is available at www.ebsco.com
The role
This is a great opportunity to work in a Customer Account Management role. The role requires the candidate to resolve queries by phone and email, in accordance with the customer's contract. They will be expected to deliver quality and responsive service. Once fully trained, they will have a group of customers to manage independently, with support from your manager and colleagues.
Customer retention is a key focus of this role and an important part of how we deliver exceptional service to our customers. As part of the Customer Service team, you will regularly engage with medical, academic, government and corporate clients to gather feedback on our products and services, follow up outstanding renewals, and contribute to retention planning initiatives. At EBSCO, we value diversity and the unique strengths each team member brings, and we pride ourselves on delivering A+ customer service that fosters long-term relationships. The successful candidate will demonstrate a strong customer-focused approach, communicate insights and feedback effectively to stakeholders, and contribute to the continuous improvement of our processes and customer experience.
Your regular duties will include:
Assisting a portfolio of clients with their inbound customer service queries.
Identifying cross-selling opportunities from your regular customer contact.
Maintaining regular outbound contact with clients to ensure satisfaction.
Organising online training on products for your clients.
Organising and conducting health checks virtually with your clients.
Provide progress reports to the Customer Service Manager.
Keeping documents up to date and reporting on trends.
Working with other EBSCO departments to resolve customer queries.
Quality checking of correspondence and emails to ensure only the best information is sent to customers.
Requirements
Candidates requirean excellent command of English, both written and oral and an outgoing and confident personality. It is envisaged that you will have a minimum of 2 years previous experience in a Customer Service Account Management role.
Salary commensurate with experience.
Access to EBSCO products for home use by family.
Ability to join the profit share program after qualifying period.
Our team enjoy a collaborative working style and we provide the technical equipment for working from home.
If this sounds like the role you are seeking you can contact Pat Gibbons, Human Resources Manager on 8908 2307
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