Job Description
Portfolio Group are proud to be exclusively representing our client in their search for a Customer Service Specialist. Working with the Customer Care Team, you will be handling complaints and queries from clients, dealing with escalations and managing it end to end, resulting in the retention of clients. This a very varied, fast paced role within a small, friendly, supportive team!
We are looking for someone with amazing customer service who will go above and beyond to resolve issues for clients. If you have the relevant experience and are looking for a new challenge, please apply today and we'll be in touch! \n\n Customer Care Specialist - Manchester\n\n £26,000 \n\n Role Description\n\nIn a fast paced, global business, provide a super-duper service to new and existing clients through critical care support, by identifying "at risk" accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service.
Increase engagement and retention rates and improve client sentiment and online reputation. Contribute to the business's Super-duper Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.\n\nMain Responsibilities\n\nTake ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised\nRecord accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced\nTake ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk\nIdentify and pro-actively contact "at risk" clients to promote the benefits of our products and service and encourage implementation and usage\nProvide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice\nHelp to improve client sentiment and online reputation by pro-actively contacting dissatisfied usersSkills and Experience \n\nCustomer service experience is essential\nThe ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needs\nMust have excellent listening skills and be able to communicate with clients and users of varying technical ability\nThe ability to work in a fast paced environment\nAble to adapt to change\nCan take responsibility of own product knowledge\nAble to communicate at different levels throughout the business \n\nBenefits \n\n25 days' holiday, plus bank holidays. \nDay off on your birthday.
\nPerkbox discounts. \nHolidays increase after 2 and 5 years' service. \nPension Plan and Life Insurance.
\nFree on site gym\nAccess to Employee Assistance Programme. \nProfit Share Scheme - Annual bonus INDMANJ