Senior Customer Experience Account Manager
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Senior Customer Experience Account Manager
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Hours: Monday Friday, 9am 5.30pm
You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish and sustain strong relationships. Identify upsell 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 30-60 business customers, billing over £1,000 per month.
Location: Hemel Hempstead
Salary: £31,500 - £35,000 + Bonus
Hours: Monday Friday, 9am 5.30pm
You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish and sustain strong relationships. Identify upsell 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 30-60 business customers, billing over £1,000 per month.
Key Tasks
* Build strong relationship with key contacts of all customers within allocated customer base.
* Recognise and maximise upon upsell opportunities, working to ensure every Diamond customer utilises all SCG services and products.
* Maintain excellent customer retention of 99.5% or above, never losing a customer without ensuring every avenue has been taken to avoid churn.
* Effectively manage all incoming communication from customers and respond within timely manner.
* Proactively manage base to ensure customers expectations are exceeded
* Provide mentorship to junior members of team.
We Offer
* A competitive salary and bonus structure
* Full training
* Ongoing personal development
* A busy and fun working environment
Additional Benefits
* 21 Days holiday rising to 25 after 5 years of service
* Birthday off
* Childcare vouchers
* Employee mobile package
* Holiday Purchase scheme
* Reduced gym membership
* Retail discounts
Skills & Experience
* 5+ years Customer service, Account management or Sales experience.
* Strong expertise in telecoms industry.
* Excellent verbal and written communication skills.
* A proactive, positive (win-win) attitude.
* Ability to recognise and pursue a sales opportunity
* Office 365 knowledge expertise
* 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.
* Mentorship skills, able to coach junior members of team
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Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Administrative and Support Services
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