Overview
Customer Success Manager role at SCG Together in Hemel Hempstead. You will join a team focused on delivering a remarkable service to customers and managing the customer experience for a base of circa 150-200 business customers with monthly billing over £50,000.
Key Responsibilities
* Support your customer base, managing and exceeding their expectations.
* Identify and create opportunities that benefit your customers
* Performing account reviews
* Ensure customer retention remains high and contribute to the team’s 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 good product knowledge to educate customers in services such as 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 daily/weekly actions
* Handle customer feedback and complaints both on the phone and in writing
* Assist other departments to resolve customer-based challenges
Qualifications & Skills
* Customer success, 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 & Offerings
* 21 Days holiday rising to 25 after 5 years of service
* Birthday off
* Childcare vouchers
* Employee mobile package
* Holiday Purchase scheme
* A competitive salary and bonus structure
* Full training
* Ongoing personal development
* A busy, fun working environment
Job Details
* Location: Hemel Hempstead
* Salary: £26,000 - £28,000 + Bonus
* Hours: Monday - Friday, 9am – 5.30pm
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industry: Telecommunications
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