Customer service complaints Specialist

ZipRecruiter; Manchester; On-site; GBP 26,000; Full time

Job summary

A leading company in customer service is seeking a Customer Service Specialist in Manchester. You will handle complaints, manage escalations, and focus on client retention in a supportive team. Excellent customer service skills and experience are essential for this dynamic role.

Benefits

25 days' holiday plus bank holidays

Day off on your birthday

Perkbox discounts

Pension Plan and Life Insurance

Free onsite gym

Access to Employee Assistance Programme

Profit Share Scheme - Annual bonus

Qualifications

• Experience in a customer service role is essential.
• Ability to communicate effectively with clients of varying technical abilities.
• Proficiency in handling objections and making client recommendations.

Responsibilities

• Take ownership of service issues, identifying root causes and resolutions.
• Record service issues in CRM for reporting and MI.
• Proactively contact 'at risk' clients to offer support.

Skills

Customer service experience

Soft sales skills

Excellent listening skills

Effective communication

Adaptability

Job description

Job Description

Portfolio Group is proud to be exclusively representing our client in their search for a Customer Service Specialist. Working with the Customer Care Team, you will handle complaints and queries from clients, manage escalations end-to-end, and focus on client retention. This is a varied, fast-paced role within a small, friendly, and supportive team!

We are seeking someone with exceptional customer service skills who will go above and beyond to resolve client issues. If you have relevant experience and are looking for a new challenge, please apply today, and we will be in touch!

Customer Care Specialist - Manchester £26,000

Role Description

In a fast-paced, global business, provide excellent service to new and existing clients through critical care support. Identify 'at risk' accounts and proactively contact clients to offer support, additional training, and resolve service issues related to software, sales, or customer service.

Increase engagement and retention rates, improve client sentiment and online reputation. Contribute to the company's Service strategy while exceeding individual KPIs and embodying our company values with every interaction.

Main Responsibilities

1. Take ownership of all service issues, identify root causes, and offer suitable resolutions.
2. Record accurate details of service issues in Salesforce or relevant CRM for MI and reporting.
3. Handle technical and compliance-related complaints, ensuring procedures are followed, and internal contacts are notified of risks.
4. Proactively contact 'at risk' clients to promote product benefits and encourage usage.
5. Provide feedback to sales and service teams to improve processes and best practices.
6. Help improve client sentiment and online reputation by engaging dissatisfied users.

Skills and Experience

• Customer service experience is essential.
• Soft sales skills, including handling objections and making recommendations based on client needs.
• Excellent listening skills and the ability to communicate with clients of varying technical abilities.
• Ability to work in a fast-paced environment and adapt to change.
• Responsibility for own product knowledge.
• Effective communication at all business levels.

Benefits

• 25 days' holiday plus bank holidays. Day off on your birthday.
• Perkbox discounts.
• Holidays increase after 2 and 5 years of service.
• Pension Plan and Life Insurance.
• Free onsite gym.
• Access to Employee Assistance Programme.
• Profit Share Scheme - Annual bonus.