Customer Service Executive

Customer Service Executive

Redbourn

£24,000 – £26,000

Full-time Permanent

My client based in Redbourn is seeking a Customer Service Executive to join their team! You will be part of a team that provides remarkable service to our customers, and your key objective will be to establish relationships, identify opportunities, and maximize customer retention through office-based support. You will be responsible for managing all aspects of the customer experience for a number of customers.

Duties and Responsibilities

1. Supporting your customer base and exceeding their expectations.
2. Identifying and creating opportunities that benefit your customers.
3. Working closely with our Partners, building relationships and coordinating opportunities together.
4. Performing account reviews.
5. Ensuring your customer retention is as impressive as the rest of our teams and contributing to our 99.5% retention rate.
6. Handling both incoming and outgoing customer sales and service calls.
7. Creating and managing various cases through CRM.
8. Working through your call alerts, and checking for signs of fraud.
9. Developing good product knowledge to educate customers in alternative services (e.g., Mobiles, Connectivity, VoIP).
10. Documenting and resolving faults, or handing over more complex issues to third line support and following up to check it was an effective and remarkable experience.
11. Handling general billing queries.
12. Understanding and pre-empting the threat from competitors.
13. Using company reporting mechanisms to prioritize your daily/weekly actions.
14. Handling customer feedback and complaints both on the phone and in writing.
15. Assisting other departments to resolve customer-based challenges.

Skills and Experience

1. Customer service, account management, or sales experience.
2. Ideally has worked in a technology-based industry.
3. Excellent communication skills.
4. A proactive, positive (win-win) attitude.
5. Ability to recognize and pursue a sales opportunity.
6. Office 365 knowledge competency.
7. Proactive approach and ability to bring new ideas to the team.
8. Ability to forge lasting relationships with customers and partners.
9. Good time management skills and ability to prioritize workload.