Platinum Customer Experience Account Manager Location: Redbourn Salary: £24,000 - £26,000 Bonus We are recruiting for candidates with a customer service or account management background to come on board and join our team in Redbourn as a Platinum Customer Experience Account Manager. You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish relationships, identify opportunity and maximise customer retention, through office-based support. You will be responsible for managing all aspects of the customer experience for a base of circa 150-200 business customers, billing over £50,000 per month. Key Tasks: Supporting your customer base and exceeding their expectations. Identifying and creating opportunities that benefit your customers. Working closely with SCG Partners, building relationships and co-ordinating opportunities together. Performing account reviews Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate. Handling both incoming and outgoing customer sales and service calls. Creating and managing various cases through CRM. Work through your call alerts, and check for signs of fraud. Developing a good product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP. Document and resolve faults, or hand over more complex issues to third line support and follow up when resolved to check it was an effective and remarkable experience. Handling General Billing queries. Understanding & pre-empting the threat from competitors. Using company reporting mechanisms to prioritise your daily/weekly actions. Handling customer feedback and complaints both on the phone and in writing. Assist other departments to resolve customer-based challenges. Skills & Experience: Customer service, Account management or Sales experience. Ideally has worked in a technology-based industry. Excellent communication skills. A proactive, positive (win-win) attitude. Ability to recognise and pursue a sales opportunity Office 365 knowledge competency Proactive approach and ability to bring new ideas to the team. Ability to forge lasting relationships with customers and partners. Good time management skills and ability to prioritise workload. Benefits: 21 Days holiday rising to 25 after 5 years of service Birthday off Childcare vouchers Employee mobile package Holiday Purchase scheme