Location: Hemel Hempstead
Salary: £24,000 – £26,000 + bonus
Hours: Monday – Friday, 9am – 5.30pm
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 and occasional face to face customer meetings
Key Tasks:
* Support your customer base by managing and exceeding expectations.
* Identify and create opportunities that benefit your customers.
* Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.
* Handle both incoming and outgoing customer sales and service calls.
* Create and manage various cases through CRM.
* Work through your call alerts, and check for signs of fraud.
* Develop 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
* Handle general billing queries.
* Understand & pre-empt competitor risk
* Use company reporting mechanisms to prioritise your daily/weekly actions.
* Handle customer feedback and complaints both on the phone and in writing.
* Assist other departments to resolve customer-based challenges.
Skills & Experience:
* Customer service or Sales experience.
* Excellent communication skills.
* A proactive, positive (win-win) attitude.
* Office 365 knowledge desirable but not essential
* Someone who thrives in fast paced environments and can easily adapt to change.
* 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
* Retail discounts
* Discounted gym membership
We Offer:
* A competitive salary and bonus structure
* Full training
* Ongoing personal development
* A bus and fun working environment
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