Customer Solutions Specialist

Salary up to £28,000

Location

Manchester

Purpose

Our client, a fast paced, global business, provide a software solution to business owners across the UK and Ireland. We are looking for an experienced B2B complaints handler, to resolve issues for clients, listening to the problem and offering a suitable outcome, retaining the clients business. Identifying "at risk" accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service. Increasing engagement and retention rates and improve client sentiment and online reputation. Contribute to the business' Super-duper Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction. This is an amazing opportunity for anyone with the relevant experience who is looking for a fresh challenge!

Day-to-day responsibilities include but are not limited to the below:

Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised
Record accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced
Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk
Identify and pro-actively contact "at risk" clients to promote the benefits of our products and service and encourage implementation and usage
Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice
Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied usersKey requirements

Required skills and experience

Customer service experience is essential
The ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needs
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
BrightHR Benefits

Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service (22 Days for Field Sales)
Private health care cover after 5 years' service
New business referral scheme
Access to Health Shield
Access to the EAP service
Refer a friend scheme
Paid birthday leave
Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service
Group life insurance
Eye care contribution
Free fruit (office-based staff)
Travel Season Ticket loan scheme
Milestone recognition
Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
Park Inn 20% off food and drink
New Century food and drink discount
Revolution De Cuba food and drink discount
Cycle 2 Work scheme* after probationary period
On site Gym
Bright Exchange perksINDMANJ

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Portfolio Payroll Ltd is acting as an Employment Agency in relation to this vacancy