Customer Service Account Manager
Manchester City Centre
£25,000
We are expanding our Customer Service team due to continued growth. Working with the Onboarding team you will be an Account Manager for new Businesses to the Service! Acting as a first point of contact for your allocated clients, this is not your normal high volume, inbound customer service role. You will be responsible for dealing with any issues, general queries and technical questions they may have for the first 30 days of their contract. You will be keeping in regular contact via inbound, outbound and Teams providing a world class experience for our business owners. This a very varied, fast paced role within a small, friendly, supportive team!
Main Responsibilities
Provide an excellent customer service to our new and existing BrightHR clients
Carry out pro-active implementation calls to new clients to welcome them to the service and provide them with an overview of the system and assist with the set-up of their account
Continue to account manage each on-boarded client during the first 30 days of their service agreement, keeping an accurate record of discussions with each client on Salesforce
Contribute to BrightHR's business goal of migrating all HRonline users to BrightHR
Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system
Conduct demonstrations of BrightHR by webinar for prospect clients and those wishing to migrate from HRonline
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 feedback
Skills 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.
Free On-Site Gym
Perkbox discounts.
Holidays increase after 2 and 5 years' service.
Pension Plan and Life Insurance.
Access to Employee Assistance Programme.
Annual Profit share bonus INDMANJ