Website SCG Together
Department: Customer Experience
Hours: 9:00am to 5:30pm Monday to Friday
Full Time, Permanent
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 or circa 600 business customers, billing over £400k per year.
Key Tasks:
− Supporting your customer base and exceeding their expectations.
− Identifying and creating opportunities that benefit your customers.
− 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 or Sales experience.
– Ideally has worked in a technology-based industry.
Knowledge and Skills:
− Excellent communication skills.
− A proactive, positive (win-win) attitude.
− Office 365 knowledge desirable but not essential
− Someone who thrives in fast paced environments and can easily adapt to change.
− 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.
