Engagement Support Assistant

Job Title: Engagement Support AssistantLocation: Dalston, London / HybridSalary: 25,000 per annumJob Type: Permanent, full-timeRole Purpose:The purpose of the Engagement Support Assistant is to act as the primary point of contact for customer inquiries, delivering an exceptional customer journey through the efficient and accurate processing of orders and the proactive resolution of queries via phone and email. This role is crucial in ensuring a seamless and positive customer experience, from initial contact to order completion and beyond, through aftercare support.Role Specific Responsibilities:Order Processing:Daily monitoring of the Orders Team Inbox, ensuring that your daily email slot is effectively managed and processed.Ensure the daily DSA2 allocation is accurately processed into an order, ensuring that all important data is effectively reviewed and captured (DSA2 contribution payable/SLC contribution).Send out relevant templates, aligned with the order process flows (upgrade list etc).Completion of the order process, including payments, as contained in SOP CS 01 Equipment Order Processing.Ensure adherence to all company and contracted KPIs through effective workload and time-management.Ensure all customer interactions are recorded effectively, thereby ensuring that another member of the team is easily able to pick up the customer journey where you left off.Assist customers with queries ensuring that you understand their issue and that you effectively resolve it ..... full job details .....