Customer Account Executive (Norwegian – Danish Team)

You will have excellent English have excellent fluency in Norwegian and some knowledge of another Scandinavian language pref. Danish. Based in London applicants will ideally be already living in North London /New Barnet or be prepared to relocate to the area.

Applicants will have a customer service background and an excellent confident telephone manner and be dealing with the company’s customers in Norway

-Have experience of delivering high levels of customer service
- Well organized and able to work efficiently to deadlines.
- Able to work unsupervised and be proactive and self-motivating
- Please note this is not a telephone sales or call centre role

Salary: £17K-£19k p.a dependent on experience

Company Profile:

www.ebsco.com   also go to Google and type “Subscription agents.” This will give you lots of information
about the industry

Company’s 32 Regional Offices worldwide are staffed with personnel who speak the local language and understand
the particular challenges faced by librarians in their areas, offering a uniquely personal level of service.
Specialised divisions serve academic, biomedical, government, public, school and special libraries as well as corporations.

Company’s UK office, located in North London employs 60+ staff, primarily involved in either selling or providing
customer service support services to the market in the UK and Ireland. Interested applicants should email their CVs
in ENGLISH in MS Word to Joe Reed

Job Description:- Customer Account Executive – Norwegian/Danish Speaking

Reports to  Customer Service Team Leader
Responsible for PC, printer, desk, photocopier, office equipment
Responsible for Customers; internal and external

Purpose of role
To provide a professional and prompt service that is accurate and relevant to our customers’ needs and expectations
through developing and managing relationships with a portfolio of customer accounts.

Decision Making
Without reference – Prioritising own work; building relationships with customers.

With reference – notification of credits applied to customer accounts; advising customers regarding alternate
course of action; instigation of customer visits.

Responsibilities

To ensure the Customer Service declaration is adhered to at all times
· To acknowledge receipt of all customer correspondence
· To work according to EBSCO’s Service Level Agreement
· To ensure frequent contact with customers
· To uphold quality of communication
· To maintain EBSCO housekeeping standards

To help develop and maintain customer loyalty

To provide the customer with appropriate information in a timely manner

To ensure that customers provide timely information to the office

To track ongoing issues in order to be able to report progress to customers

To be in a position to inform customers of the status of their outstanding issues

To welcome, acknowledge and strive to address customer complaints according to company policy

To alert line manager to customer dissatisfaction and recommend a solution to the problem

To gather information about customers that will enhance service delivery

To be available for customer visits and promotional events on an occasional basis

To attend sessions provided by EBSCO’s Training Curriculum and external training courses

To implement training and best practice as defined by the company

To initiate contact with ASM and RSM in respect of service delivery

To provide reports on all areas of activity as required

To be on the lookout for additional opportunities

To ensure compliance with the company’s health and safety policy

To assist with training tasks as required on an ad hoc basis

To maintain industry knowledge as determined

To comply with company policy in respect of PC settings, software etc.

To perform other (reasonable) duties as requested by management team

To be willing to work reasonable overtime to deal with workflow, subject to reasonable notice having been given

Please send all applications to:

Joe Reed, Customer Account Executive
EBSCO Information Services  * 4th Floor Kingmaker House * Station Road * New Barnet
EN5 1NZ
Tel: +44 (0)208 447 4200 * Direct: + 44 (0)208 447 4170 * Fax: +44 (0)208 440 2205 *
email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
www.ebsco.com