Trainee Customer Onboarder

Lowestoft, England, United Kingdom

5/13/2025

TGS provides scientific data and intelligence to companies active in the energy sector. In addition to a global, extensive and diverse energy data library, TGS offers specialized services such as advanced processing and analytics alongside cloud-based data applications and solutions.

A Customer Onboarder looks after the membership side of the company. This person will be responsible for our membership subscribers, being our members' go-to for any customer enquiry, ensuring a positive customer experience so that the clients are getting the most out of their subscription. It will entail reporting all feedback to the relevant departments so that we are constantly improving the subscribers' service with our organization.

Key Responsibilities

• Deliver excellent customer service: Maintain good relationships with members and ensure their satisfaction.
• Provide knowledge on subscriptions: Assist with any customer enquiry related to subscriptions.
• Report customer feedback: Communicate concerns and issues to the Sales Manager and relevant departments.
• Ensure high retention rate of subscription by gaining feedback and assisting in product development.
• Record customer queries: Rapidly and efficiently record incoming email and phone enquiries.
  
  

Key Competencies

• Strong communication skills: Excellent telephone skills and a persuasive demeanour.
• Technical proficiency: Proficient in using Word, Excel, and Publisher.
• Customer service orientation: Ability to deliver excellent customer service and maintain good relationships.
• Attention to detail: Efficiently record and manage enquiries.
• Team collaboration: Ability to provide support to the sales team and work collaboratively.
  
  

Key Performance Metrics

• Customer satisfaction: Feedback from members on the quality of service and support.
• Response time: Speed and efficiency in recording and responding to enquiries.
• Renewal rate: Percentage of successful subscription renewals.
• Feedback reporting: Accuracy and timeliness in reporting customer feedback to relevant departments.
• Knowledge application: Effectiveness in providing accurate information on subscriptions.