Customer Experience Account Manager (Platinum)

Location: Redbourn

Department: Customer Experience

Hours: 9am-5:30pm Monday to Friday

Responsibilities

• 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.
• 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

• Supporting your customer base and exceeding their expectations.
• Identifying and creating opportunities that benefit your customers.
• Working closely with SCG Partners, building relationships and co-ordinating opportunities together.
• Performing account reviews
• Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.
• Handling both incoming and outgoing customer sales and service calls.
• Creating and managing various cases through CRM.
• Work through your call alerts, and check for signs of fraud.
• Developing a good product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP.
• Document and resolve faults, or hand over more complex issues to third line support and follow up when resolved to check it was an effective and remarkable experience.
• Handling General Billing queries.
• Understanding & pre-empting the threat from competitors.
• Using company reporting mechanisms to prioritise your daily/weekly actions.
• Handling customer feedback and complaints both on the phone and in writing.
• Assist other departments to resolve customer-based challenges.

Qualifications and Experience

• Customer service, Account management or Sales experience.
• Ideally has worked in a technology-based industry.

Knowledge and Skills

• 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.

Additional Benefits

• 21 Days’ holiday rising to 25 after 5 years of service
• Birthday off
• Childcare vouchers
• Employee mobile package
• Holiday Purchase scheme