Customer Experience Account Manager
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Location: Hemel Hempstead
Salary: £26,000 - £28,000 + Bonus
Hours: Monday Friday, 9am 5.30pm
We are recruiting for candidates with a customer service or account management background to come on board and join our team in Hemel Hempstead as a Platinum Customer Experience Account Manager.
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.
Key Tasks:
Support your customer base, managing and exceeding their expectations.
Identify and create opportunities that benefit your customers
Performing account reviews
Ensure 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 cases in Dynamics CRM
Work through call alerts, and check for signs of fraud
Develop a good 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 & pre-empt competitor threats
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, 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 competency
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
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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