Overview
Graduate Customer Experience Account Manager role at TieTalent. 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 opportunities and maximise customer retention, through office-based support and occasional face to face customer meetings.
Location: Hemel Hempstead
Salary: £19,500 - £26,000 + Commission
Hours: Monday to Friday, 9am – 5.30pm
Key Tasks
* Support your customer base by managing and exceeding expectations.
* Identify and create opportunities that benefit your customers.
* Contribute to customer retention and support the team in maintaining a high retention rate.
* Handle both incoming and outgoing customer sales and service calls.
* Create and manage various cases through CRM.
* Work through call alerts and check for signs of fraud.
* Develop product knowledge to educate customers in 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 and pre-empt competitor risk.
* Use company reporting mechanisms to prioritise 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.
* Thrives in fast-paced environments and can 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
We are proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities and will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
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