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- Tasks: Manage customer relationships and ensure exceptional service for 150-200 business clients.
- Company: Join SCG Connected, a leader in telecommunications focused on customer experience.
- Benefits: Enjoy 21 days of holiday, birthday off, childcare vouchers, and an employee mobile package.
- Why this job: Be part of a team with a 99.5% retention rate and make a real impact on customer satisfaction.
- Qualifications: Customer service or sales experience is preferred; tech industry background is a plus.
- Other info: Full-time role with a proactive, positive work culture and opportunities for growth.
The predicted salary is between 30000 - 42000 £ per year.
Customer Experience Account Manager (Platinum)
Join to apply for the Customer Experience Account Manager (Platinum) role at SCG Connected .
Location: Redbourn
Department: Customer Experience
Hours: 9am-5:30pm Monday to Friday
Responsibilities
- 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.
- 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.
Qualifications And Experience
- Customer service, Account management or Sales experience.
- Ideally has worked in a technology-based industry.
Knowledge And Skills
- 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.
Additional Benefits
- 21 Days’ holiday rising to 25 after 5 years of service.
- Birthday off.
- Childcare vouchers.
- Employee mobile package.
- Holiday Purchase scheme.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Telecommunications
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Customer Experience Account Manager (Platinum) employer: SCG Connected
Contact Detail:
SCG Connected Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Account Manager (Platinum)
✨Tip Number 1
Familiarize yourself with the telecommunications industry and SCG Connected's offerings. Understanding the products and services will help you engage with customers effectively and demonstrate your knowledge during the interview.
✨Tip Number 2
Practice your communication skills by role-playing customer interactions with a friend or family member. This will help you feel more confident in handling customer queries and complaints, which is crucial for this role.
✨Tip Number 3
Network with current or former employees of SCG Connected on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can give you an edge in your application.
✨Tip Number 4
Prepare specific examples from your past experiences that showcase your customer service and account management skills. Being able to discuss real-life scenarios will demonstrate your capability to excel in this role.
We think you need these skills to ace Customer Experience Account Manager (Platinum)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Experience Account Manager position. Understand the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant customer service, account management, or sales experience. Emphasize any technology-based industry experience and showcase your communication skills and proactive attitude.
Craft a Compelling Cover Letter: Write a cover letter that reflects your enthusiasm for the role and the company. Mention specific examples of how you have exceeded customer expectations in the past and how you can contribute to maintaining the impressive retention rate.
Highlight Relevant Skills: In your application, make sure to highlight your knowledge of Office 365, your ability to manage time effectively, and your experience in building lasting relationships with customers. These skills are crucial for the role.
How to prepare for a job interview at SCG Connected
✨Showcase Your Customer Service Skills
Make sure to highlight your previous customer service or account management experience. Be ready to share specific examples of how you've exceeded customer expectations and built lasting relationships.
✨Demonstrate Product Knowledge
Familiarize yourself with the products and services offered by SCG Connected, especially in technology. Being able to discuss how these can benefit customers will show your proactive approach and understanding of the industry.
✨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
During the interview, maintain a positive and proactive demeanor. Show that you have a win-win attitude and are eager to contribute new ideas to the team, which aligns with the company culture.
