Customer Success Executive

Commify; Nottingham; On-site; GBP 25,000 - 27,000; Full time

Job summary

A leading communication solutions provider in Nottingham is seeking a Customer Success Executive to deliver top-notch customer service. The successful candidate will proactively address customer issues, enhance satisfaction and retention, and support clients in achieving their business objectives. Strong communication skills and experience in customer service are essential for this role, which includes a salary range of £25,000 - £27,000 per annum and various comprehensive benefits.

Benefits

Company Bonus

Comprehensive healthcare cash plan

27 days annual leave

Birthday day off

Employer pension contribution at 5%

Death in service (4x salary)

Training and development opportunities

Qualifications

• Experience in customer service, sales, or a customer success role is required.
• Ability to work as part of a team.
• Resilience and adaptability in problem-solving.

Responsibilities

• Respond to incoming customer contacts within agreed SLAs.
• Resolve customer queries and provide excellent onboarding experience.
• Seek ways to improve customer journey and experience.
• Work with KPIs and escalate complaints appropriately.

Skills

Excellent verbal and written communication skills

Strong problem-solving ability

Solid experience in customer service

Proactive person

Attention to detail

Good telephone communication skills

Good interpersonal skills

Solid organisational skills

Ability to work under pressure

Tools

Microsoft Office

Job description

Over the last 10 years Commify has grown and transformed under Private Equity ownership and now operates across 9 countries including UK, France, Spain, Italy, Romania, Germany, Netherlands, Australia and the USA.

You're probably already familiar with us: we're behind the messages you receive via SMS, WhatsApp, email, or to get notifications for a healthcare appointment, receive delivery notifications, cash in a mobile coupon to your favorite store, and so much more.

At Commify, we're dedicated to fostering a strong culture of connection. We are now seeking a Customer Success Executive to join our UK team, responsible for delivering market-leading customer service by proactively and reactively offering solutions to our clients.

This role involves anticipating problems, improving customer satisfaction and retention, identifying opportunities to offer our products, and ultimately helping clients achieve their business goals.

If you enjoy supporting customers and thrive on building strong relationships, we want to hear from you!

Your Role Will Include:

• Responding to all incoming customer contacts within agreed service levels (SLAs) for multiple brands.
• Taking responsibility and accountability for resolving customer queries with whom they interact up to an agreed handover point.
• Working with the customer to provide a first-class welcome and onboarding experience.
• Continuously striving to resolve queries on first contact and seeking ways to reduce unnecessary or failed demand.
• Actively seeking ways to improve the customer journey and experience.
• Understanding the mission of the Customer Success department and applying it in their daily activities.
• Using probing techniques and skills to understand customer needs and offer a suitable solution.
• Being able to demonstrate our products to customers so that they understand the value they bring.
• Working with a set of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), and understanding what factors affect their compliance.
• Working according to a set of procedures, policies, and service standards, and highlighting when these negatively affect the customer experience.
• Escalating all complaints appropriately.
• Managing identified leads and opportunities and referring them to sales teams.
• Identifying customers who wish to churn and escalating these cases appropriately.
• Interacting with other areas of the company to offer the best possible solution to the customer's query.
  

What You’ll Bring:

• Excellent verbal and written communication skills.
• Strong problem-solving ability and resilience when necessary.
• Solid experience in customer service, sales, or a customer success role.
• Being a proactive person with great aptitude.
• Great attention to detail.
• Good telephone communication skills.
• Good interpersonal skills with the ability to build both internal and external relationships.
• Solid organisational and planning skills.
• Excellent oral and written communication skills.
• Ability to work as part of a team and effectively under pressure.
• Good knowledge of information technology, especially Microsoft Office.

Desirable Requirements:

• Experience in cross-selling and up-selling.
• Experience working in the telecommunications or technology sectors.
  

What We Offer:

• Salary Range of £25,000 - £27,000per annum, depending on experience.
• Company Bonus.
• Comprehensive healthcare cash plan to support your well-being.
• Enjoy 27 days of annual leave in addition to Bank Holidays.
• Celebrate your birthday with a day off, plus additional wellbeing leave and giving back days.
• Access for you and your family to Calm, a premium mindfulness, health, and wellness app.
• Employer pension contribution at 5% to help secure your future.
• Death in service (4x salary).
• Engaging culture initiatives, including a festive Christmas reward and regular social events monthly and quarterly.
• Endless training and development opportunities with access to unlimited learning resources through Udemy.