Client Success & Retention Specialist

BrightHR; Manchester; On-site; GBP 25,200 - 30,800; Full time

Benefits offered by this job

Enhanced holidays

Private health care

Pension scheme 5% after 5 years

Free fruit

On-site gym

Employee discounts

Cycle 2 Work scheme

Health Shield access

Job summary

BrightHR in Manchester is seeking a Customer Solutions Specialist to provide proactive care to at-risk clients, resolve issues, and promote product usage. You will capture issues in Salesforce, track root causes, and help protect client relationships through excellent service.

The role requires strong customer service experience, soft sales skills, and the ability to communicate with users of varying technical ability in a fast-paced environment.

Qualifications

• Customer service experience is essential.
• Soft sales skills, including handling objections and making recommendations.
• Excellent listening skills and ability to communicate with clients of varying technical ability.
• Ability to work in a fast-paced environment.
• Able to adapt to change.
• Must be able to communicate product knowledge.

Responsibilities

• Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised.
• Record accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced.
• Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk.
• Identify and pro-actively contact “at risk” clients to promote the benefits of our products and service and encourage implementation and usage.
• Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice.
• Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied users.

Skills

Customer service

Soft sales

Active listening

Communication

Adaptability

Technical aptitude

Tools

Salesforce

Job description

BrightHR in Manchester is seeking a Customer Solutions Specialist to provide proactive care to at-risk clients, resolve issues, and promote product usage. You will capture issues in Salesforce, track root causes, and help protect client relationships through excellent service.

The role requires strong customer service experience, soft sales skills, and the ability to communicate with users of varying technical ability in a fast-paced environment.