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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 team with a 99.5% retention rate and make a real impact.
- Qualifications: Customer service or account management experience; 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 in St. Albans 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 in St. Albans
✨Tip Number 1
Familiarise yourself with the technology industry, especially the products and services relevant to the role. Understanding the nuances of connectivity, VoIP, and mobile services will help you engage more effectively with potential customers.
✨Tip Number 2
Practice your communication skills by engaging in role-play scenarios. This will prepare you for handling customer calls and managing complaints, ensuring you can provide a remarkable experience that aligns with our high retention standards.
✨Tip Number 3
Network with professionals in account management or customer service roles. Attend industry events or join online forums to gain insights and tips from those already in the field, which can give you an edge during interviews.
✨Tip Number 4
Demonstrate your proactive attitude by preparing ideas on how to improve customer retention and satisfaction. Presenting these ideas during your interview can showcase your initiative and alignment with our company values.
We think you need these skills to ace Platinum Customer Experience Account Manager in St. Albans
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service and account management experience. Use specific examples that demonstrate your ability to build relationships and maximise customer retention, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention how your skills align with the job requirements, particularly your proactive approach and ability to recognise sales opportunities.
Showcase Relevant Skills: Emphasise your communication skills and any experience you have in technology-based industries. Highlight your familiarity with Office 365 and your ability to manage customer feedback 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, which is crucial for a customer-facing role.
How to prepare for a job interview at Southern Communications Ltd
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer experience, be prepared to share specific examples from your past roles where you exceeded customer expectations. Highlight any metrics or feedback that demonstrate your success in this area.
✨Demonstrate Relationship-Building Abilities
The job requires forging lasting relationships with customers and partners. Discuss how you've successfully built rapport in previous positions, and be ready to explain your approach to maintaining these relationships over time.
✨Familiarise Yourself with the Company’s Products
Having a good product knowledge is crucial for educating customers about alternative services. Research the company’s offerings and be prepared to discuss how you would help customers understand and utilise these products effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding customer complaints or billing queries. Think of scenarios where you successfully resolved issues and be ready to walk the interviewer through your thought process.
