Customer Service Executive

My client based in Redbourn are seeking a Customer Service Executive to join their team! You will part of a 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 number of customers.

Duties and Responsibilities

Supporting your customer base and exceeding their expectations.

Identifying and creating opportunities that benefit your customers.

Working closely with our 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 and 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.