Job Description
Appogee HR are seeking a Customer Experience Specialist to join our Customer Success team in Bracknell, Berkshire. The successful candidate will be an excellent communicator and relationship builder who is able to provide outstanding customer service to Appogee HR customers. Our Customer Success team’s main focus is to provide the best experience to our customers by demonstrating the value of Appogee HR and ultimately drive retention.
The salary for this role will be between £26k - £30k depending on experience.
Who are we?
Appogee HR is a dynamic company specialising in building online People Software for small and growing businesses. We are already well established in our market, with around 700 customers in more than 40 countries. This is a genuinely exciting opportunity to join a small team and really make a difference to our global customer base.
The Role
As a key member of the Customer Success team, you will be responsible for managing the customer experience through our support channels (email, chat & telephone) as well as maintaining relationships with key users of Appogee HR.
On a day-to-day basis you will provide support by troubleshooting and resolving queries, provide training by hosting webinars, and onboarding our customers enabling them to fully leverage Appogee HR in their businesses.
Your role will also involve identifying opportunities for upsell and cross-sell, as well as managing renewal opportunities to grow our company revenue.
Responsibilities
1. Establish strong relationships with customers and serve as their primary point of contact, providing guidance, support and timely responses to queries
2. Regularly conduct training webinars, service reviews & onboarding sessions to ensure full feature adoption and customer satisfaction
3. Drive customer retention by identifying potential risks or underutilised features and implementing initiatives to combat these
4. Deliver exceptional customer service by handling customer queries with empathy and professionalism
Ideal Profile
* You’re a people person - we want you to build strong relationships with our customers
* You have strong problem-solving skills to determine the best possible solutions
* You can multi-task - we operate multiple support channels at once
* You’re willing to work independently as well as in a small team
* You have experience working in a customer facing role, though it doesn’t have to be a related industry
* You have a strong command of English language with excellent written and verbal skills
* You have excellent attention to detail
Requirements
* Must be eligible to work in the UK
* Must be willing to work in a flexible hybrid working model (2 days a week from the office in Bracknell)
Benefits
* Our people are important to us. You will have access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market leading benefits platform.
* You will be part of a motivated, driven and fast paced team in an enjoyable and inclusive work environment with scope for personal growth and development
* We provide hybrid working options for a healthy work life balance
* We have regular work social events allowing us time away from work to enjoy new experiences
* Competitive salary with bonus and pension contribution
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