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 be 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
1. Provide excellent customer service and software support to our new and existing BrightHR clients.
2. Welcome new clients to the software who have just signed with our sales team and explain the next steps and what to expect going forward.
3. Help the client register their accounts, find services within the software, and book call backs with the Advice and/or Health and Safety team, as well as arrange one-to-one training on the software with an account manager.
4. 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.
5. Be available for clients to call in when they have problems with the software and work with other teams to troubleshoot and find solutions for clients.
6. Work with our sister business Peninsula and Croner to support their clients' use of BrightHR software and arrange one-to-one training/demos.
7. Own activation for all new clients.
8. Carry out pro-active calls to arrange on-board appointments with an Activation and Engagement Manager.
9. Use software including but not limited to Calendly and Salesforce to keep an accurate record of appointment times.
10. Take ownership of any service issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system.
11. Ensure all Service Level Agreements are adhered to at all times.
12. Meet and exceed all Key Performance Indicators.
13. Contribute to team targets, paying particular attention to customer experience and feedback.
Skills and Experience
1. Customer service experience is essential.
2. The ideal candidate will have experience of working in an out-bound, telephone-based role.
3. Must have excellent listening skills and be able to communicate with clients and users of varying technical ability.
4. The ability to work in a fast-paced environment.
5. Able to adapt to change.
6. Can take responsibility for their own product knowledge.
7. Able to communicate at different levels throughout the business.
Benefits
1. 25 days' holiday, plus bank holidays.
2. Day off on your birthday.
3. Perkbox discounts.
4. Holidays increase after 2 and 5 years' service.
5. Pension Plan and Life Insurance.
6. Access to Employee Assistance Programme.
7. Profit Share Scheme.
8. Free on-site gym.
9. Subsidised parking in a secure car park.
10. Located minutes from Victoria Station.
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