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Portfolio Group are proud to be exclusively representing our client in their search for a Customer Service Specialist. Working with the Customer Care Team, you will be handling complaints and queries from clients, dealing with escalations and managing it end to end. This a very varied, fast paced role within a small, friendly, supportive team! We are looking for someone with amazing customer service who will go above and beyond to resolve issues for clients. If you have the relevant experience and are looking for a new challenge, please apply today and we'll be in touch!
Customer Care Specialist - Manchester
£26,000
Role Description
In a fast paced, global business, provide a super-duper service to new and existing clients through critical care support, by identifying "at risk" accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service. Increase engagement and retention rates and improve client sentiment and online reputation. Contribute to the business's Super-duper Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.
Main Responsibilities
- Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised
- Record accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced
- Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk
- Identify and pro-actively contact "at risk" clients to promote the benefits of our products and service and encourage implementation and usage
- Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice
- Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied users
Skills and Experience
- Customer service experience is essential
- The ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needs
- Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
- The ability to work in a fast paced environment
- Able to adapt to change
- Can take responsibility of own product knowledge
- Able to communicate at different levels throughout the business
Benefits
- 25 days' holiday, plus bank holidays.
- Day off on your birthday.
- Perkbox discounts.
- Holidays increase after 2 and 5 years' service.
- Pension Plan and Life Insurance.
- Free on site gym
- Access to Employee Assistance Programme.
- Profit Share Scheme - Annual bonus
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