Location: Hemel Hempstead
Salary: £26,000 - £28,000 + Bonus
Hours: Monday Friday, 9am 5.30pm
We are recruiting for candidates with a customer success 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 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
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
Skills & Experience
* 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.