Overview
Join to apply for the Customer Experience Account Manager role at TieTalent.
Hours: Monday to Friday, 9:00am – 5:30pm. Location: Hemel Hempstead. Salary: £26,000 - £28,000 + Bonus.
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. 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 customer retention is strong and contribute to the company’s 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 competence.
* 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
We are 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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