Portfolio are proud to be working with our client, an Award winning, global professional services provider based in Manchester city Centre. Due to expansion within the team, they are looking for an experienced customer service Agent to support the Onboarding Account Managers in dealing with new clients to the business. You will be answering queries and helping them to navigate the software and system so being IT savvy and being able to pick up new systems would be helpful! You will also be contacting and offering additional training to disengaged users. This will contribute to increased engagement and retention rates and improve client sentiment and online reputation. This is a varied and fast paced role, so if you are up for the challenge, apply today and we'll be in touch!
Main Responsibilities
Provide an excellent customer service and software support to our new and existing BrightHR clients
Carry out pro-active calls to arrange on-board appointments with an on-boarding specialist
Use software including but not limited to Calendly and salesforce to keep an accurate record of appointment times
Carry out pro-active waterproofing appointments to maintain a low level of cancellations
Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system
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
Skills and Experience
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 business
Benefits
Profit share scheme
25 days' holiday, plus bank holidays
Day off on your birthday
Perkbox discounts
Holidays increase after 2 and 5 years' service
Pension Plan and Life Insurance
Access to Employee Assistance Programme
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