Client Support Administrator
Who will you be working for?
Voly is a fast growing and industry-leading SaaS business based in Greater Manchester area of Cheadle Hulme with offices in Barcelona and Guernsey.
We provide unique online software for managing the finances of yachts and businesses within the music industry. As a multi-asset technology business, Voly has gone from strength to strength, winning a number of awards and prestigious clients, some of whom are the largest yacht management and music management companies in the industry.
Voly’s software also incorporates a multi-currency foreign exchange (FX) solution. In addition, Pinpoint Works, a specialist software business, provides simple, effective work list and project management solution for yachting.
Continual investment in new technology, like our app, integrated prepaid card, FX/payment systems, and our project integration enable Voly to provide a superior software solution. Voly has also recently added a HR and payroll solution to our extensive suit of products to further support our client's needs.
Voly is proactive about building a unique company culture. We do this by creating a dynamic workplace, forging strong professional relationships with a focus on innovation and business excellence.
If you’re a passionate and driven person who thrives on challenge, you’re who we’re looking for to join our team.
Role
Where: Manchester Office (UK-based with full rights to work).
Language: Fluent English required, other languages a bonus
The role of the Client Support Administrator is to assist the Account Managers with the day-to-day contact with our clients to provide a high level of customer support and satisfaction, ultimately leading to brand loyalty and reduced churn rates. This support will be done through various channels including but not limited to our chat function, WhatsApp, voice and video calls, email, etc. You will also assist the client team in all matters relating to client requirements and administrative tasks.
You will be responsible for supporting all admin tasks across the platforms, CRM systems and relevant software, liaising with contacts internally and externally. The ideal candidate will be a quick learner who enjoys a fast-paced environment and can work autonomously when required. You will work closely with multiple departments throughout the business within the operations and finance teams to successfully manage all client queries and support the client team.
This is a fundamental client-facing role within The Voly Group with room for opportunity to move up to an Account Manager depending on performance, as well as opening up other avenues within the business for the right candidate.
Responsibilities
Answer queries and keep consistent communication via chats, voice and video calls, WhatsApp, and email
Collaborate closely with the internal teams to ensure client satisfaction
Fully understand the Pinpoint Works & Voly platforms and other internally used software to enable you to support our clients
Understand a high-level overview of the programs and our processes
Ensure client deal pages within our CRM are updated
Bug reporting and client feedback to the development team
Assess current processes and suggest improvements
Be a team player for the wider Voly Group team to support and learn from one another
Adherence to all ISO 27001 requirements
Requirements
Excellent verbal and written communication skills
IT literate – Outlook, Excel, Word
Excellent attention to detail
High level of organizational skills to manage and prioritise workload
Proactive approach to all aspects of the role
Quick to learn new technology
Communicate effectively with the customers and the wider technical team
Work efficiently and log time effectively
Approach the position with initiative and enthusiasm
Normal office hours though some weekend and after-hours work may be required to support our global clients
Ability to work within agreed SLAs
Right to work in the UK