Senior Complaints Handler

Senior Complaints Handler - Salary: 25,000

Calling all Customer service superstars! We are seeking a professional and motivated Customer Service professional to join a leading SaaS brand in Manchester!

Role Description

Providing 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.

Main Responsibilities

• Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised
• 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

Benefits

• Profit Share Scheme
• 25 Holidays + Bank Holidays (Increases with service)
• Day off on your Birthday
• Access to Employee Assistance Programme
• Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this 'Fun Friday'!
• PerkBox Discounts
• Christmas Bonus after 3 years
• Social Events Throughout Year
• Contributory Pension Scheme
• Private Health Insurance after 5 years

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INDMANJ