At a Glance
- Tasks: Manage client accounts and lead digital customer support initiatives.
- Company: Join Socialbear, a leader in Customer Service and Community Management.
- Benefits: Enjoy perks like wellness events, an Apple Macbook, and team socials.
- Other info: Hybrid work model with opportunities for career growth and development.
- Why this job: Make a real impact while working with top brands in a dynamic environment.
- Qualifications: Experience in account management and digital customer support is essential.
The predicted salary is between 35000 - 40000 £ per year.
Role: Account Manager (Digital Customer Support)
Hybrid working: You will be working in our Canary Wharf office 3 days a week with 2 days a week working from home.
Perks: You will benefit from perks such as free wellness events, Apple Macbook, Team socials, monthly progression and an amazing office - located in Canary Wharf.
The role is split into 2 parts; Digital Customer Service and Account Management.
This hybrid role requires knowledge within both Digital Customer Management (we use Zendesk, Freshdesk, Sprinklr, Ringover and Agora Pulse) and Account Management - in order to grow the business sustainability with our clients.
To be successful in this role, you will need to have strong writing, organisation and communication skills.
As well as previous experience within digital customer service, managing large teams of customer support agents, communicating with brands online and a deep passion for customer success.
You will also need an eye for operations to ensure projects are running efficiently and within budget.
What the role entails
- Effectively responding to all client inquiries and requests promptly & effectively.
- Ensuring accuracy remains consistent on all client accounts.
- Initiating and sustaining relationships with clients and prospects, as assigned to you by your Account Director.
- Reporting on performance and analytics of Customer Service performance to clients.
- Managing and setting up Email, Live Chat, Voice and Social Media customer support for new clients.
- Recruiting, managing, and growing a team of freelance Customer Support Agents and Account execs who over time will assist you in delivering your business objectives.
- Confidence in training a team of agents remotely and in-person.
- Generating new business ideas and case studies that can be quickly turned into new sales leads the business.
- Ability to manage client budgets.
To be a successful candidate, you will need
- Come from an Account Management or Account Executive background previously.
- Minimum 2 years agency experience. This can include experience within a digital marketing agency.
- Prior use of Zendesk, Freshdesk, Sprinklr, Ringover and Agora Pulse for digital customer service (or similar online tools).
- Need experience with both digital customer service and Account Management.
- Qualified to a degree level is desirable.
Socialbear is the global leader in Customer Service and Community Management, powering support for some of the world’s biggest brands.
Human customer support built for the 21st century.
Benefits
- Company events
- Health & wellbeing programme
- Work from home
Schedule
- Monday to Friday
Education
- Bachelor's (required)
Experience
- Account management: 1 year (required)
- Digital Customer Support: 1 year (required)
- Zendesk
- Work Location: Hybrid remote in London
Account Manager (Digital Customer Support) in Slough employer: Socialbear®
Socialbear is an exceptional employer that fosters a dynamic and inclusive work culture, offering employees the chance to thrive in a hybrid environment at our vibrant Canary Wharf office. With a strong emphasis on professional development, we provide ample opportunities for growth and innovation, particularly in the realm of AI-powered customer support solutions. Join us to be part of a forward-thinking team that values collaboration and empowers you to make a meaningful impact for our high-profile clients.
StudySmarter Expert Advice🤫
We think this is how you could land Account Manager (Digital Customer Support) in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Socialbear®. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Socialbear® before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Account Manager (Digital Customer Support) in Slough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Socialbear®:Your cover letter is your chance to shine! Tell us why you want to work at Socialbear® specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Socialbear®!
How to prepare for a job interview at Socialbear®
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
