Customer Experience Account Manager (Platinum)

Location: Hemel Hempstead

Salary: £26,000 – £31,500 + bonus

Hours: Monday – Friday, 9am – 5.30pm

We are recruiting for candidates with a customer service or account management background to come on board and join our team in Hemel Hempstead as a Platinum Customer Experience Account Manager.

 

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.  You will be responsible for managing all aspects of the customer experience for a base of circa 150-200 business customers, billing over £50,000 per month.

 

Key Tasks: 

• Support your customer base, managing and exceeding their expectations.

• Identify and create opportunities that benefit your customers

• Performing account reviews

• Ensure 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 cases in Dynamics CRM

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

• Develop a good product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP. ITaaS and Cyber

• 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 threats

• 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, Account management or Sales experience.

• Excellent communication skills.

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

• Ability to recognise and pursue a sales opportunity

• Office 365 knowledge competency

• 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.

 

Benefits:

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

• Birthday off

• Childcare vouchers

• Employee mobile package

• Holiday Purchase scheme

We Offer:

• A competitive salary and bonus structure

• Full training

• Ongoing personal development

• A busy, fun working environment