Customer Service - Client Integration Specialist

Full time , Permanent , UK Negotiable Ref No: IPRS6322
Our client has a permanent job for a Customer Service Client Integration Specialist. This role is fully remote and can be based anywhere within the UK. The team is collaborative, innovative and motivated to provide great customer service and software solutions to publishers from across the world. This position is based in the UK, working with local and US-based teams CoreSource™ is the leading software solution for distribution of ebooks and audiobooks, used by thousands of publishers worldwide. As a Client Integration Specialist, you will work closely with client publishers to provide guidance and best practices to maximize their use of CoreSource™. As well as maintaining great relationships with customers you will engage with the sales team, development team and product specialists to improve services. To achieve success in this role, the ideal candidate will be self-motivated and enthusiastic about providing solutions for publishers. You will be a strong communicator with excellent interpersonal skills, able to quickly gain significant in-depth technical product knowledge. You should have previous publishing experience or industry knowledge in a customer-facing role. This fast-paced environment is suited for someone with a passion to learn and the willingness to collaborate within a team environment. The ability to work independently and with accountability is critical. Essential Job Duties: · As the first point of contact, communicate with customers to understand the problem and troubleshoot efficiently to bring about swift resolution · Ensure all parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place. · Support clients on an ongoing basis · Provide publisher training via Teams on system functionality, best practice and supply chain requirements · Coordinate with Customer Success team to create and enhance documentation and process improvement for the customer journey · Document and communicate technical feature enhancements based on feedback from clients · Evaluate publisher experience within the system based on data and communicate trends and recommendations to the sales and product teams · Analyze and troubleshoot metadata and ONIX files on behalf of publishers to ensure consistent successful delivery across all partners like Apple and Amazon Requirements: • Experience with publishing metadata and ONIX with the ability to analyze and provide detailed feedback • Knowledge of ebook and audiobook formats • Familiarity with retail, library and other digital sales platforms • Critical and analytical thinking and demonstrated application • Ability to be flexible, manage multi-task demands • Bachelor’s degree in business or directly related year-for-year experience • 1 year of industry experience • 2 years of customer service experience • Ability to sit at workstation for extended periods of time • Ability to work effectively using a personal computer for long periods of time Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.
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