Location: Redbourn
Department: Customer Experience
Hours: 9am-5:30pm Monday to Friday
Responsibilities
* 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.
* 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.
Qualifications and Experience
* Customer service, Account management or Sales experience.
* Ideally has worked in a technology-based industry.
Knowledge and Skills
* 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.
Additional Benefits
* 21 Days’ holiday rising to 25 after 5 years of service
* Birthday off
* Childcare vouchers
* Employee mobile package
* Holiday Purchase scheme
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