Job Overview
In a fast paced, global business, provide excellent customer service to new clients throughout-bound calling, by pro-actively contacting clients to arrange their on-boarding call and offer additional training to disengaged users. Contribute to increased engagement and retention rates and improve client sentiment and online reputation. Contribute to the business's service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.
Provide an excellent customer service to our new and existing cli ents
Carry out pro-active implementation calls to new clients to welcome them to the service and provide them with an overview of the system and assist with the set-up of their account
Continue to account manage each on-boarded client during the first 30 days of their service agreement, keeping an accurate record of discussions with each client on Salesforce
Contribute to business goal of migrating all HRonline users to the system.
Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system
Conduct demonstrations of business system by webinar for prospect clients and those wishing to migrate from HRonline
Ensure all Service Level Agreements are adhered to at all times.
Meet and exceed all Key Performance Indicators
Contribute to team targets, paying particular attention to customer experience and feedback.
The successful candidate will bring:
Customer service experience is essential
The ideal candidate will have experience of working in an out-bound, telephone based role
Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
The ability to work in a fast-paced environment.
Able to adapt to change
Can take responsibility of own product knowledge
Able to communicate at different levels throughout the business50480SK
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