Graduate Customer Experience Account Manager
Location: Hemel Hempstead
Salary: £19,500 - £26,000 + Commission
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 relationships, identify opportunity and maximise customer retention, through office-based support and occasional face to face customer meetings
Key Tasks:
Support your customer base by managing and exceeding expectations.
Identify and create opportunities that benefit your customers.
Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.
Handle both incoming and outgoing customer sales and service calls.
Create and manage various cases through CRM.
Work through your call alerts, and check for signs of fraud.
Develop product knowledge to educate customers in alternative 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 & pre-empt competitor risk
Use company reporting mechanisms to prioritise your 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
Someone who thrives in fast paced environments and can easily 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
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. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
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