Customer Service Executive

Austin Fraser; Hemel Hempstead; On-site; GBP 24,000 - 26,000; Full time

Job description

Customer Service Executive

Location: Hemel Hempstead

Salary: £24,000 - £26,000 + bonus

Employment Type: Full-time Permanent

My client based in Hemel Hempstead is seeking a Customer Service Executive to join their team! You will be part of a team that provides a remarkable service to our customers. Your key objective will be to establish relationships, identify opportunities, 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

1. Supporting your customer base and exceeding their expectations.
2. Identifying and creating opportunities that benefit your customers.
3. Working closely with our Partners, building relationships and coordinating opportunities together.
4. Performing account reviews.
5. Ensuring customer retention is as impressive as the rest of our teams, contributing to our 99.5% retention rate.
6. Handling both incoming and outgoing customer sales and service calls.
7. Creating and managing various cases through CRM.
8. Working through call alerts and checking for signs of fraud.
9. Developing good product knowledge to educate customers in alternative services (e.g., Mobiles, Connectivity, VoIP).
10. Documenting and resolving faults or handing over more complex issues to third line support and following up to ensure effective resolution.
11. Handling general billing queries.
12. Understanding and pre-empting the threat from competitors.
13. Using company reporting mechanisms to prioritise daily/weekly actions.
14. Handling customer feedback and complaints both on the phone and in writing.
15. Assisting other departments to resolve customer-based challenges.

Skills and Experience

1. Customer service, account management, or sales experience.
2. Ideally has worked in a technology-based industry.
3. Excellent communication skills.
4. A proactive, positive (win-win) attitude.
5. Ability to recognise and pursue sales opportunities.
6. Office 365 knowledge competency.
7. Proactive approach and ability to bring new ideas to the team.
8. Ability to forge lasting relationships with customers and partners.
9. Good time management skills and ability to prioritise workload.