Client Care Specialist

6 months ago

Manchester, United Kingdom PHMG Careers Full time

**The world's leading audio branding agency, PHMG creates technology-fuelled, creative branding solutions to help businesses across the globe make the most of every audio touchpoint. Our global client base reaches across 54 countries - and we're investing in ensuring that each of our 36,000 clients has an unrivalled customer experience.**

An exciting opportunity has arisen for a Client Care Specialist to play a crucial role in continuing our company's success, acting as an advocate for our product in all communications. We're looking for an individual with a background in either sales, account management or operations, who enjoys engaging with clients day-to-day to gather feedback and improve our service through updates and changes.

**Location**: Old Trafford, Manchester

**Salary**: £35,000 base and £55,000 OTE

**Hours**: Monday - Thursday: 1pm - 10pm, 1pm - 6pm Friday (4.5 days per week)

**Responsibilities**
- Taking inbound enquiries from clients who intend to cancel or review their subscription
- Providing world-class customer service to maximise any opportunities to retain existing business
- Correctly identifying customer issues through effective questioning
- Providing solutions through quality communication, leading to a fast and efficient customer experience
- Maintaining an excellent level of knowledge of all our products and services in order to offer the customer a solution that is tailored to their needs
- Booking appointments for clients to meet with our field-based Heads of Client Support
- Managing a CRM database on a day-to-day basis

**Skills, Knowledge and Experience Required**
- Previous experience working in a B2B role
- Excellent customer service skills
- Ability to thrive in an environment targeted towards customer retention and satisfaction
- Effective personal organisation; self-starter with drive, ambition and creativity
- The ability to negotiate, coupled with excellent written and oral communication
- Excellent attention to detail and problem-solving capabilities
- Ability to work under pressure with a constant positive outlook when being faced with complex client issues

**Benefits**
- Competitive salary and rewards
- Career development and progression directly linked to your performance
- Flexible working options
- Free gym membership at PureGym from your first month
- All expenses paid company events in sought after venues
- Birthday gifts and time off to celebrate
- On-site barber and beautician
- Exciting social scene and lively atmosphere
- Creative, spacious offices with breakout areas and bar
- Fundraising initiatives for our registered charity - the PHMG Foundation
- Cycle to work scheme
- Smart pension scheme following a three-month probationary period

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