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Customer Care Associate

  • Location:

    Cheadle, Cheshire:

  • Sector:

    PA & Business Support

  • Job type:

    Permanent

  • Salary:

    £22000 - £25000 per annum

  • Contact:

    Halecroft Recruitment Ltd

  • Contact email:

    register@halecroftrecruitment.co.uk

  • Job ref:

    80491_1526655638

  • Published:

    5 months ago

  • Expiry date:

    2018-06-17

  • Startdate:

    asap

  • Client:

    #

A need has arisen to recruit a Customer Care Associate who will regularly contact customers on a pro-active basis to ensure the best possible service levels and total customer experience are provided. It is important that all customers understand and appreciate the total value of the products and service.

 

Key deliverables

 

Deliver a high standard of Customer Care whilst driving up customer satisfaction and recommendation levels.:

  • Provide a single point of contact for our customer accounts, maintaining professionalism
  • Ensuring our customers are informed as to changes and improvements
  • Update customers on outstanding issues and through ownership progress to successful resolution
  • Deliver quarterly account calls to address any outstanding issues or concerns that act as a barrier to customer satisfaction
  • Educate customers to product features. Ensure they are using the product effectively
  • Prioritise outstanding issues and escalate accordingly to resolve issues prior to becoming a retention problem
  • Coordinate regular account optimisation sessions if/when appropriate
  • Accountable for all customer health/satisfaction KPIs
  • Accountable for customer retention and churn
  • Work with marketing to provide continual customers education and awareness
  • Handle basic customer complaints
  • Liaise direct with customers via various methods (i.e. Telephone, email)
  • Provide professional and prompt responses to all customer feedback
  • Direct queries and requests to the relevant department when required but always owning the feedback and relationship so there is only one single point of contact
  • Obtain and evaluate all relevant information to handle product and service enquiries
  • Keep and maintain a record of all customer interactions
  • Make courtesy calls to customers as and when required
  • Ensure that relevant departments are communicated/escalated to as and when required
  • Identify possible cross-sell or up-sell sales opportunities through questioning and work with sales to deliver appropriate solution

What you need;

Your skills & knowledge

 

  • Excellent communication skills, both verbally and written
  • Ability to empathise and understand customer pain points and concerns
  • Able to work under pressure in sometimes sensitive situations
  • Highly organised
  • Active listener
  • Professional attitude
  • A strong team player with a can do attitude
  • Able to take ownership of issues and see through to resolution
  • Excellent Customer Service skills with a passion for service and customer quality
  • Commercial awareness

 

Your experience

 

  • Knowledge or previous experience of working with bespoke software
  • Customer care via a telephone based account management or support function
  • Previous experience in a customer facing role
  • Experience or understanding issues, prioritising and escalating accordingly

Experience of progressing customer issues through to successful resolution

 

To apply: Forward your CV following the apply link in either Word or PDF format

Please Note: due to the volume of applications being received we can only respond to those offering the relevant
experience as outlined in the advert.

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