In a fast paced, global business, provide excellent customer service to new clients throughout-bound calling, by pro-actively contacting clients to arrange their on-boarding call and offer additional training to disengaged users. Contribute to increased engagement and retention rates and improve client sentiment and online reputation. Contribute to the business's Super-duper service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.
Day-to-Day Responsibilities
Deliver a "best in class" service to all new and existing clients, producing all work to an excellent quality and standard.
Provide feedback to the team on both positive and negative service issues, giving praise to individuals were due.
Identify individual training needs/performance issues and assist the Onboarding Manager in implementing career development plans/performance management plans where necessary.
Be available to handle complex complaints and ensure service level adherence/behaviours are met at all times.
Ensure processes are followed and provide suggestions for improvement where processes are failing.
Contribute to 5-star online reviews and positive feedback and provide an excellent customer service at all times.
Conduct demos to prospect clients ensuring feedback is provided to the BDM.
Delegate tasks to individuals to ensure that the team is operating efficiently and to maximum capacity.
Conduct internal training sessions where required across the business.
Provide daily MI on team performance KPI and SLA adherence and the daily focus.
Ensure coverage during team absence
About You
You'll ideally have:
Customer service experience is essential
The ideal candidate will have experience of working in an out-bound, telephone based role
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
Able to adapt to change
Can take responsibility of own product knowledge
Able to communicate at different levels throughout the business
Strong leadership skills
The ability to present information confidently and accurately
Benefits
Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service
Private health care cover after 5 years' service
New business referral scheme
Access to the EAP service
Paid birthday leave
Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service
Group life insurance
52115SKR
INDIRE
The Portfolio Group are acting on behalf of our client in recruiting for this position