Job Description
Join a community that is shaping the future of work! SHL, People Science. People Answers.
Do you have a natural flair for and interest in Customer Service and would like to develop your career in this field? At SHL we are passionate about people. We are continually innovating to provide award winning solutions for our customers. This is a fantastic opportunity to join the Customer Experience team situated in our Global Customer Service Centre (GCSC) which is the heart of SHL's international and dynamic culture. As the role also supports our US customer base there will be a shift pattern
(Weekdays - 09:45am - 6pm/ 12.45pm – 9pm / 3.45pm – 12am - on a rotational basis)
A great benefits package is offered in a culture where career development, with ongoing manager/ Team Lead guidance, collaboration, flexibility, diversity and inclusivity are all intrinsic to our culture. There is a huge investment in SHL currently so there’s no better time to become a part of something transformational.
This role is a permanent contract, fully remote working with a requirement to be office based 1 day a week during training, therefore the successful candidate should live within a reasonable commute.
This is a fantastic opportunity to join the Customer Experience team situated in our Global Customer Service Centre (GCSC) which is the heart of SHL's international and dynamic culture.
The role will include direct contact from our customers regarding SHL products and services. The ideal candidate will be outgoing, have a passion to help people and work in our busy and exciting workplace.
Role Purpose:
1. To maximise on all sales opportunities coming into the Global Customer Service Centre (GCSC) client business
2. Managing accounts of small and medium enterprise (SME) companies - Transactional accounts
3. To provide a high level of customer service and sales support at all times to internal and external clients for the appropriate geographical territories, and will be responsible for presenting a consistent 'face of SHL’ to the client.
4. To always represent the company values; Customer First and Solution Focused, taking responsibility and ownership of matters in a proactive approach to identify the needs of a given client/company and responding accordingly
Key Accountabilities:
5. Managing accounts of small and medium enterprise (SME) companies - Transactional accounts
6. Maximising on all sales opportunities; up-selling, cross-selling and promoting current offers, sales appointment booking, lead/opportunity qualification and forwarding to sales.
7. Providing assistance to global customers using SHL’s range of ‘Off the Shelf’ and ‘Internet Based’ IT products, answering incoming enquiries by telephone, e-mail, web, and chat to provide a consistent level of service.
8. Understanding the SHL organisation structure and to liaise and build strong relations with internal teams, locally and remotely.
9. Helping actively manage the client database, provide sales support and liaise with the sales team, to ensure client information is accurate and up to date.
10. Support the directive to get higher NPS, CSAT & CES scores.
11. Ensuring that customer service levels outlined in the Service Level Agreements (SLA’s) are achieved to provide a consistent level of service to clients globally.
12. Responding to all incoming enquiries by telephone, e-mail, web, fax or post for the territories covered by the team in line with published Service Level Agreements. Aiming for first time resolution wherever possible.
13. Fulfilling client product orders, training requests and licence purchases according to the published Service Level Agreements.
14. Filtering clients to the right department/individual
15. Adhering to set Key Performance Indicators and Service Level Agreements as set by SHL.
16. Understanding SHL’s product, training and service offerings and how these compare to SHL’s competition, especially for territories outside of where the GCSC is located.
17. Providing support to Clients using SHL’s range of ‘Off the Shelf’ and ‘Internet Based’ IT Products
18. Looking for potential revenue streams and feedback to management for ways to increase revenue and update SHL processes.
19. Supporting the team in day to day tasks.
20. Completing AdHoc requests for the commercial team under the discretion of the manager.
21. Ensuring to meet their monthly targets whilst ensuring high quality customer standards are met.
22. Undertaking ad hoc projects as and when required.
Skills & experience:
23. Strong I.T. skills
24. Excellent people skills; excellent written & oral communication skills.
25. Effective time management and experience of working to time frames.
26. Ability to work under pressure and deliver results
27. Excellent organisational and time management skills.
28. Ability to build relationships and work well across functions.
29. Great customer facing techniques and duty to remedying issues promptly.
30. Being able to adapt very quickly and pick up new projects.
31. Experience in a contact centre environment preferred however not essential
32. Degree educated preferred however not essential
The candidate must have the right to work in UK.
Get in touch:
Find out how this one-off opportunity can help you to achieve your career goals by making an application to our knowledgeable Talent Acquisition team. Choose a new path with SHL.
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About Us
33. We unlock the possibilities of businesses through the power of people, science and technology.
34. We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
35. When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.
What SHL can offer you
Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL’s business and culture (find out more about )
36. Employee benefits package that takes care of you and your family.
37. Support, coaching, and on-the-job development to achieve career success
38. A fun and flexible workplace where you’ll be inspired to do your best work (find out more )
39. The ability to transform workplaces around the world for others.
SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.