Overview
Join to apply for the Customer Experience Account Manager role at SCG Together.
Location: Hemel Hempstead
Salary: £26,000 - £28,000 + Bonus
Hours: Monday to Friday, 9:00 am – 5:30 pm
We are recruiting for candidates with a customer service or account management background to join our team in Hemel Hempstead as a Platinum Customer Experience Account Manager. You will be part of the team that provides a remarkable service to our customers, with the key objective to establish relationships, identify opportunities and maximise customer retention, through office-based support. You will be responsible for managing all aspects of the customer experience for a base of circa 150-200 business customers, billing over £50,000 per month.
Responsibilities
* Support your customer base, managing and exceeding their expectations.
* Identify and create opportunities that benefit your customers.
* Performing account reviews.
* Ensure your customer retention is strong and contribute to the company’s high retention rate.
* Handle both incoming and outgoing customer sales and service calls.
* Create and manage cases in Dynamics CRM.
* Work through call alerts, and check for signs of fraud.
* Develop product knowledge to educate customers in alternative services (e.g. Mobiles, Connectivity, VoIP, ITaaS and Cyber).
* 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 threats.
* 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, Account management or Sales experience.
* Excellent communication skills.
* A proactive, positive (win-win) attitude.
* Ability to recognise and pursue a sales opportunity.
* Office 365 knowledge competency.
* 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.
Benefits
* 21 Days holiday rising to 25 after 5 years of service
* Birthday off
* Childcare vouchers
* Employee mobile package
* Holiday Purchase scheme
We Offer
* A competitive salary and bonus structure
* Full training
* Ongoing personal development
* A busy, fun working environment
SCG is 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.
Job Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industries: Marketing Services
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