Portfolio Group are proud to represent our client, a market leading HR SaaS provider in their search for a customer service advisor to join the onboarding team. You will contacting new clients and arranging VC and phone appointments with the Account Managers, and offering excellent customer service. This is an amazing opportunity for anyone with customer service experience looking for a role with clear progression and a new challenge.
Customer Service Advisor
Manchester City Centre
£23,000
Role Description
In a fast paced, global business, provide excellent customer service to new clients through out-bound calling, by pro-actively contacting clients to arrange their on-boarding call and offer additional training to disengaged users. Contribute to increased engagement and retention rates and improve client sentiment and online reputation. Contribute to the business's Super-duper service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.
Main Responsibilities
Provide an excellent customer service and software support to our new and existing BrightHR clients
Welcome new clients to the software who have just signed with our sales team and go through the services they have and explain the next steps and what to expect going forward
Helping the client register their accounts and where to find services within the software as well as booking call backs with the Advice and/ or Health and safety team as well as arranging one-to-one training on the software with an account manager
Conduct follow up calls for clients who chose not to have the one-to-one training to see how they are getting on and remind them of the services they have
To be available for clients to call in when they have problems with the software and to work with other teams on my floor to troubleshoot and find solutions for clients
To work with our sister business Peninsula and Croner and support their clients use of BrightHR software and arrange one-to-one training/Demos
Owning activation for all new clients
Carry out pro-active calls to arrange on-board appointments with an Activation and Engagement Manager
Use software including but not limited to Calendly and salesforce to keep an accurate record of appointment times
Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system
Ensure all Service Level Agreements are adhered to at all times
Meet and exceed all Key Performance Indicators
Contribute to team targets, paying particular attention to customer experience and feedbackSkills and Experience
Customer service experience is essential
The ideal candidate will have experience of working in an out-bound, telephone based role
Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
The ability to work in a fast paced environment
Able to adapt to change
Can take responsibility of own product knowledge
Able to communicate at different levels throughout the business
Benefits
25 days' holiday, plus bank holidays.
Day off on your birthday.
Perkbox discounts.
Holidays increase after 2 and 5 years' service.
Pension Plan and Life Insurance.
Access to Employee Assistance Programme.
Profit Share Scheme.
Free on-site gym
Subsidised parking in a secure car park
located minutes from Victoria StationINDMANJ