Job Description
Customer Service Specialist nnManchester City Centre nn£25,000 nnPortfolio are proud to represent our client, a global Software business in their search for an Account Manager. They are expanding the Customer Service team due to continued growth. Working with the Engagement and Activation team you will be an Account Manager for new Businesses to the Service!
Acting as a first point of contact for your allocated clients, this is not your normal high volume, inbound customer service role. You will be responsible for onboarding the client, dealing with any issues, general queries and technical questions they may have for the first 30 days of their contract. You will be keeping in regular contact via inbound, outbound and Teams providing a world class experience for our business owners.
This a very varied, fast paced role within a small, friendly, supportive team!nnDay-to-day responsibilities:nn* Provide an excellent customer service to our new and existing clientsn* Carry out pro-active implementation calls to new clients to welcome them to the service and provide them with an overview of the system and assist with the set-up of their accountn* Continue to account manage each on-boarded client during the first 30 days of their service agreement, keeping an accurate record of discussions with each client on Salesforcen* Contribute to the companies business goal of migrating all HRonline users to the new software systemn* Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM systemn* Conduct demonstrations of software by webinar for prospect clients and those wishing to migrate from HRonlinen* Ensure all Service Level Agreements are adhered to at all times.n* Meet and exceed all Key Performance Indicators n* Contribute to team targets, paying particular attention to customer experience and feedback. nKey requirements nRequired skills and experiencen* Customer service experience is essentialn* The ideal candidate will have experience of working in an out-bound, telephone based rolen* Must have excellent listening skills and be able to communicate with clients and users of varying technical ability n* The ability to work in a fast-paced environment. n* Able to adapt to changen* Can take responsibility of own product knowledgen* Able to communicate at different levels throughout the businessnnBenefits:n n* Enhanced holidays – 25 days increasing to 27 after 2 years' service and 28 after 5 years' servicen* Private health care cover after 5 years' servicen* New business referral schemen* Access to Health Shield n* Access to the EAP servicen* Refer a friend schemen* Paid birthday leaven* Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' servicen* Group life insurancen* Eye care contributionn* Free fruit (office-based staff)n* Travel Season Ticket loan schemen* Milestone recognitionn* Discounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvementsn* Pace health Club (situated in the park Inn) discounted gym membership and spa treatmentsn* Park Inn 20% off food and drinkn* New Century food and drink discountn* Revolution De Cuba food and drink discountn Cycle 2 Work scheme after probationary periodn* Free On site Gymn* Bright Exchange perksnnINDMANJnn50538LFnnThe Portfolio Group are acting on behalf of our client in recruiting for this position
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