Website SCG Together
Location: Hemel Hempstead
Salary: £31,500 – £35,000 + 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 and sustain strong relationships. Identify upsell opportunities and maximise customer retention, through office-based support. You will be responsible for managing all aspects of the customer experience for a base of circa 30-60 business customers, billing over £1,000 per month.
Key Tasks:
- Build strong relationship with key contacts of all customers within allocated customer base.
- Recognise and maximise upon upsell opportunities, working to ensure every Diamond customer utilises all SCG services and products.
- Maintain excellent customer retention of 99.5% or above, never losing a customer without ensuring every avenue has been taken to avoid churn.
- Effectively manage all incoming communication from customers and respond within timely manner.
- Proactively manage base to ensure customers’ expectations are exceeded
- Provide mentorship to junior members of team.
Skills & Experience:
- 5+ years Customer service, Account management or Sales experience.
- Strong expertise in telecoms industry.
- Excellent verbal and written communication skills.
- A proactive, positive (win-win) attitude.
- Ability to recognise and pursue a sales opportunity
- Office 365 knowledge expertise
- 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.
- Mentorship skills, able to coach junior members of team
Additional Benefits:
- 21 Days’ holiday rising to 25 after 5 years of service
- Birthday off
- Childcare vouchers
- Employee mobile package
- Holiday Purchase scheme
- Reduced gym membership
- Retail discounts
We Offer:
- A competitive salary and bonus structure
- Full training
- Ongoing personal development
- A busy and fun working environment
