Department: Customer Experience
Hours: 9:00am to 5:30pm Monday to Friday
Location: Redbourn (Office move to Hemel Hempstead planned)
You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish and sustain strong relationships. Identify upsell opportunities 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 30-60 business customers, billing over £1,000 per month.
Key Tasks
Build strong relationships with key contacts of all customers within allocated customer base. Work closely with SCG Partners, building relationships and coordinating opportunities together. Understand the individual needs of our SCG Partners and lead Buddy Team in meeting expectations. Recognise and maximise upon upsell opportunities, working with Partners, to ensure every Diamond customer utilises all SCG services and products. Maintain excellent customer retention of 99.5% or above, never losing a customer without ensuring every avenue has been taken to avoid churn. Effectively manage all incoming communication from customers and respond within a timely manner. Proactively manage base to ensure customers’ expectations are exceeded. Provide mentorship to junior members of the team. Qualifications and Experience
5+ years Customer service, Account management or Sales experience. Strong expertise in the telecoms industry. Knowledge and Skills
Excellent verbal and written communication skills. A proactive, positive (win-win) attitude. Ability to recognise and pursue a sales opportunity. Office 365 knowledge expertise. 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. Mentorship skills, able to coach junior members of the team. Additional Benefits
21 Days’ holiday rising to 25 after 5 years of service. Birthday off. Childcare vouchers. Employee mobile package. Holiday Purchase scheme. What we offer
A competitive salary and bonus structure. Full training. Ongoing personal development. A busy, fun working environment.
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Build strong relationships with key contacts of all customers within allocated customer base. Work closely with SCG Partners, building relationships and coordinating opportunities together. Understand the individual needs of our SCG Partners and lead Buddy Team in meeting expectations. Recognise and maximise upon upsell opportunities, working with Partners, to ensure every Diamond customer utilises all SCG services and products. Maintain excellent customer retention of 99.5% or above, never losing a customer without ensuring every avenue has been taken to avoid churn. Effectively manage all incoming communication from customers and respond within a timely manner. Proactively manage base to ensure customers’ expectations are exceeded. Provide mentorship to junior members of the team. Qualifications and Experience
5+ years Customer service, Account management or Sales experience. Strong expertise in the telecoms industry. Knowledge and Skills
Excellent verbal and written communication skills. A proactive, positive (win-win) attitude. Ability to recognise and pursue a sales opportunity. Office 365 knowledge expertise. 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. Mentorship skills, able to coach junior members of the team. Additional Benefits
21 Days’ holiday rising to 25 after 5 years of service. Birthday off. Childcare vouchers. Employee mobile package. Holiday Purchase scheme. What we offer
A competitive salary and bonus structure. Full training. Ongoing personal development. A busy, fun working environment.
#J-18808-Ljbffr
