Website SCG Wholesale
Hours: 9:00am – 5:30pm Monday – Friday
Place of Work: Ver House, 23-25 High Street, Redbourn AL3 7LE
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 & Experience:
– Customer service, Account management or Sales experience.
– Ideally has worked in a technology-based industry.
Knowledge & 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
− Employee Assist Program
− Employee mobile package
− Holiday Purchase scheme
We Offer:
– A competitive salary and bonus structure
– Full training
– Ongoing personal development
– A busy, fun working environment
