Junior Customer Experience Account Manager

SCG Together; Hemel Hempstead; On-site; GBP 24,000 - 26,000; Full time

Job summary

Une entreprise dynamique à Hemel Hempstead recherche un membre d'équipe pour offrir un service clientèle exceptionnel. Ce rôle implique de gérer la satisfaction client, d'identifier des opportunités et d'assurer un suivi des demandes. Avec un salaire compétitif et des bénéfices supplémentaires, cette position est idéale pour quiconque souhaite évoluer dans un environnement rapide et stimulant.

Benefits

21 jours de congés, passant à 25 après 5 ans

Jour d'anniversaire

Chèques de garde d'enfants

Forfait mobile pour employés

Programme d'achat de congés

Réductions chez des détaillants

Abonnement à une salle de sport à prix réduit

Environnement de travail dynamique et agréable

Qualifications

• Expérience en service clientèle ou ventes.
• Compétences en communication excellentes.
• Capacité à s'adapter dans un environnement dynamique.

Responsibilities

• Gérer et dépasser les attentes des clients.
• Identifier et créer des opportunités.
• Gérer les appels de vente et de service.

Skills

Customer service

Sales experience

Excellent communication

Time management

Adaptability

Proactive approach

Tools

Office 365

Job description

Location: Hemel Hempstead

Salary: £24,000 – £26,000 + bonus

Hours: Monday – Friday, 9am – 5.30pm

You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish relationships, identify opportunity and maximise customer retention, through office-based support and occasional face to face customer meetings

Key Tasks:

• Support your customer base by managing and exceeding expectations.

• Identify and create opportunities that benefit your customers.

• Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.

• Handle both incoming and outgoing customer sales and service calls.

• Create and manage various cases through CRM.

• Work through your call alerts, and check for signs of fraud.

• Develop product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP.

• Document and resolve faults, or hand over more complex issues to third line support and follow up when resolved

• Handle general billing queries.

• Understand & pre-empt competitor risk

• Use company reporting mechanisms to prioritise your daily/weekly actions.

• Handle customer feedback and complaints both on the phone and in writing.

• Assist other departments to resolve customer-based challenges.

Skills & Experience:

• Customer service or Sales experience.

• Excellent communication skills.

• A proactive, positive (win-win) attitude.

• Office 365 knowledge desirable but not essential

• Someone who thrives in fast paced environments and can easily adapt to change.

• Proactive approach and ability to bring new ideas to the team.

• Ability to forge lasting relationships with customers and partners.

• Good time management skills and ability to prioritise workload.

Additional Benefits:

• 21 Days’ holiday rising to 25 after 5 years of service

• Birthday off

• Childcare vouchers

• Employee mobile package

• Holiday Purchase scheme
• Retail discounts
• Discounted gym membership

We Offer:

• A competitive salary and bonus structure

• Full training

• Ongoing personal development

• A bus and fun working environment