Customer service complaints Specialist

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

Job summary

An established industry player is seeking a Customer Service Specialist to join their supportive team in Manchester. This role involves providing exceptional service to clients, managing queries, and resolving issues to enhance client retention. With a focus on proactive engagement, you'll contribute to the company's service strategy while exceeding individual KPIs. If you're passionate about customer service and looking for a dynamic environment, this opportunity is perfect for you.

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

Life insurance

On-site gym

Access to Employee Assistance Programme

Profit Share Scheme with annual bonus

Qualifications

• Exceptional customer service skills are essential.
• Experience in handling client complaints and queries.

Responsibilities

• Take ownership of service issues and provide suitable resolutions.
• Proactively contact 'at risk' clients to enhance engagement.

Skills

Customer service experience

Soft sales skills

Excellent listening skills

Communication skills

Adaptability

Tools

Salesforce

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 role is varied, fast-paced, and 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!

Role: Customer Care Specialist - Manchester

Salary: £26,000

Role Description

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

Goals include increasing engagement and retention rates, improving client sentiment and online reputation. Contribute to the company's Service strategy while exceeding individual KPIs and embodying company values in 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 reporting purposes.
3. Handle technical and compliance-related complaints, ensuring procedures are followed and relevant internal contacts are notified of risks.
4. Proactively contact 'at risk' clients to promote products and services, encouraging implementation and usage.
5. Provide feedback to sales and service teams to improve processes and promote best practices.
6. Help improve client sentiment and online reputation through proactive engagement.

Skills and Experience

• Essential: Customer service experience.
• Soft sales skills, including handling objections and making client-based recommendations.
• Excellent listening and communication skills, capable of engaging with clients of varying technical abilities.
• Ability to work in a fast-paced environment and adapt to change.
• Responsibility for maintaining product knowledge.
• Effective communication across different levels within the organization.

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.
• On-site gym.
• Access to Employee Assistance Programme.
• Profit Share Scheme with annual bonus.