This is no standard customer service role as the role is varied and no two days will be the same. For example, the communications will come through via phone, email and ‘live chat’. You’ll be partnering with some high worth customers and giving them more of a bespoke (individual) service. Questions could be anything from hotel bookings, issues with our ‘Business Booker’ system for example.
We also like our Business Support Execs to meet with their contacts and we encourage a once a month visit to our client’s offices and you’ll partner an Account Manager.
You’ll also be a webinar host on a monthly basis, where you’ll talk through any changes to the ‘Business Booker’ system so that customers are kept up to date with changes.
Salary: £25,000 plus benefits
Location: Dunstable
What you’ll do
1. Support all customer requirements of new and existing Business-2-Business accounts developing relationships with key stakeholders across those organisations.
2. Support customers with Business Account queries these can range from new card queries, how to find reports, how to remove and add new cards, how to download invoices. There is a big focus here in supporting the customer in the adoption and use of our Business Booker system.
3. Understand the key selling points of our Business Products for both Business Booker and Business account, including understanding the front end and back end of each customer tool.
4. Contact customers once a year to understand if business requirements have changed or if they require further support.
5. Work within tight deadlines and manage multiple tasks at once. Resolve queries in a timely manner, and in line with any relevant SLAs.
What we need
1. Ability to grow & develop strong working relationships with business customers.
2. Experience using the following tools; Business Booker, Business Account MI portal, Business Account Telesales portal, Microsoft Dynamics 365, Sales Portal and CAFÉ X.
3. Ability to build genuine rapport and trust to win support at all levels of an organisation externally and internally.
4. Ability to influence a customer decision.
5. Strong understanding and ability to explain what Business Booker, Business Account and Commercial Agreements could mean for a customer.
6. Experience dealing with difficult business customers, complaints and queries from customers and/or the sales team.
7. Excellent ability to build internal relationships across Premier Inn teams.
We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcome your application whatever your background or situation.
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