Salary
£26,228 + bonus (up to £1200 per year) + benefits
Hours
37.5 hours per week
Overview
This is an exciting opportunity for an experienced Customer Support Specialist to join an Altrincham-based client.
Responsibilities
* Manage customer expectations and develop relationships.
* Talk to customers about any queries with their contract.
* Manage and coordinate customer interaction, in line with agreed processes and SLAs.
* Effectively manage the customer experience to ensure issues are resolved efficiently.
* Promote the brand at all times by providing a customer-centric experience.
* Liaise with and act as a central point of contact for customers and internal teams to achieve departmental KPIs and SLAs.
* Maintain consistency and accuracy of all data input into department databases.
* Build knowledge of customers.
* Continually look for ways to improve agreed departmental KPIs to enhance the customer experience.
Key Skills and Experience
* Previous experience of using company systems.
* Previous experience of working with customer-facing teams or in a customer services environment.
* Demonstrable specialised knowledge/skills in a customer contact area including billing and tech support.
* Ability to plan and prioritise multiple activities.
* Good problem-solving skills with experience of resolving complex problems.
* Experience in customer services excellence, with a clear focus on providing excellent customer service.
* Experience in working collaboratively with internal and external teams.
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