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- Tasks: Manage customer relationships and ensure exceptional service for 150-200 business clients.
- Company: Join a dynamic team in Redbourn focused on delivering outstanding customer experiences.
- Benefits: Enjoy 21 days holiday, birthday off, childcare vouchers, and an employee mobile package.
- Why this job: Be part of a high-performing team with a 99.5% customer retention rate and a positive work culture.
- Qualifications: Experience in customer service or account management; tech industry background preferred.
- Other info: Proactive individuals with great communication skills will thrive in this role.
The predicted salary is between 24000 - 26000 £ per year.
Location: Redbourn
Salary: £24,000 - £26,000 + Bonus
We are recruiting for candidates with a customer service or account management background to come on board and join our team in Redbourn 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:
- Supporting your customer base and exceeding their expectations.
- Identifying and creating opportunities that benefit your customers.
- Working closely with SCG Partners, building relationships and co-ordinating opportunities together.
- Performing account reviews.
- Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.
- Handling both incoming and outgoing customer sales and service calls.
- Creating and managing various cases through CRM.
- Work through your call alerts, and check for signs of fraud.
- Developing a good 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 to check it was an effective and remarkable experience.
- Handling General Billing queries.
- Understanding & pre-empting the threat from competitors.
- Using company reporting mechanisms to prioritise your daily/weekly actions.
- Handling 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.
- Ideally has worked in a technology-based industry.
- 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.
Platinum Customer Experience Account Manager employer: Southern Communications Ltd
Contact Detail:
Southern Communications Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Platinum Customer Experience Account Manager
✨Tip Number 1
Familiarise yourself with the technology industry, especially in areas like connectivity and VoIP. This knowledge will not only help you understand customer needs better but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Practice your communication skills by engaging in conversations with friends or family about customer service scenarios. Being able to articulate your thoughts clearly and confidently will be crucial when handling customer calls and building relationships.
✨Tip Number 3
Research common customer service challenges and think of proactive solutions. This will prepare you for potential questions during the interview and show that you can think on your feet, which is essential for a Customer Experience Account Manager.
✨Tip Number 4
Network with current or former employees in similar roles, if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach and stand out as a candidate.
We think you need these skills to ace Platinum Customer Experience Account Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service or account management. Use specific examples that demonstrate your ability to build relationships and maximise customer retention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience. Mention how your proactive attitude and communication skills align with the company's goals, particularly their impressive retention rate.
Showcase Relevant Skills: In your application, emphasise your knowledge of Office 365 and any experience in technology-based industries. Highlight your ability to handle customer feedback and resolve issues effectively.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Southern Communications Ltd
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service or account management. Be ready to share specific examples of how you've exceeded customer expectations and built strong relationships.
✨Demonstrate Product Knowledge
Familiarise yourself with the products and services offered by the company, especially in technology. Being able to discuss how these can benefit customers will show your proactive approach and understanding of the role.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle customer complaints. Prepare scenarios where you successfully resolved issues or identified opportunities for customers.
✨Exhibit a Positive Attitude
A positive, win-win attitude is crucial for this role. During the interview, convey your enthusiasm for helping customers and your commitment to contributing to the team's impressive retention rate.
