Job Title: Customer Care Coordinator
Location: Chalfont St. Peter (Hybrid Role: 2 days in the Office - 3 days from Home)
 
About The Role:
The Customer Care Coordinator’s main aim is to improve the service and experience received by IP Services clients, by both improving the speed and efficiency of response and the quality of services provided.
 
Responsibilities:
* Recording of client complaints and resolving all feedback issues in collaboration with IP Services Managers and Group Quality Team
* Conducting root cause analysis in line with defined Quality requirements
* Recording client orders received outside of our online portal onto our case management system
* Maintenance of client requirements database
* Proactive customer outreach; e.g. seeking feedback and provision of self-serve material
* Assisting clients in use of RWS’s online ordering portal
* Support of the Sales team’s up- and cross-sell efforts by identifying client product needs and maintaining high customer satisfaction 
* Correspondence with clients by email and phone, logging and handling enquiries, with escalation to in-house teams where relevant

 
Requirements:
* Bachelor’s degree and/or at least 1-2 years' experience in a customer-facing role
* Interest in languages or Intellectual Property; knowledge of French or German are an advantage
* Well-honed MS Office skills
* Excellent organisational skills with the ability to use their own initiative
* Excellent prioritization skills
* Ability to work independently and as part of a larger team 
* Impeccable communication and interpersonal skills

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch
As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.
We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance