* Receive customer enquiries via phone, email or chatbot
* Raise support tickets to enable enquiry tracking
* Investigate & resolve customer enquires, escalating to other members of the team or third party providers where necessary
* Provide customers with training/support on web portal services
* Resolve customer complaints and refer refunds to Team Leader
* Maintain accurate records on CRM by entering and updating client information
* Escalate customer feedback as part of quality management processes
* Support other functions of the business with processes that affect customers
* Provide occasional cover and overflow for post management, contact centre calls and inbound sales line
* Identify opportunities to cross-sell other products
* Meet agreed on targets with regards to customer feedback and retention
* Present yourself as a brand ambassador, adhering to VTs tone of voice and company policies
Skills & experience
* Excellent interpersonal and active listening skills
* Clear communication skills and a strong command of the English language
* Able to communicate internally & externally at all levels – e.g. our own receptionists up to our Directors, new start-up businesses up to large established businesses, happy customers up to challenging customers
* Strong problem-solving skills to determine the best possible solutions for client issues
* Tech-savvy and able to use customer relationship management (CRM) tools
* Multitasking and organisational skills
* Experience in customer retention is desirable but not essential
* Inherently organised
* Thrives well in a team
* Strong attention to detail
* Quality conscious
* Able to remain calm and polite when dealing with complaints or challenging clients
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