Customer Success Executive

3 months ago

Nottingham, United Kingdom Commify UK Ltd Full time

To provide market-leading customer service, proactively providing solutions to our customers and anticipating issues prior to them arising. To improve customer satisfaction and retention whilst identifying any opportunities to offer our products to support customers in achieving their business objectives.

**PRINCIPLE DUTIES AND RESPONSIBILITIES**

**The role holder will be responsible for**:

- Responding to all incoming customer contacts within agreed service levels across multiple brands
- Taking ownership and being accountable for the resolution of the queries of customers that they interact with to an agreed point of handover
- Working with the customer to provide best in class onboarding
- Continually striving for first contact resolution and look for ways to drive down failure/waste demand
- Actively looking for ways to improve the customer journey and customer experience
- Understanding the Customer Success Mission and translating that into their day to day activities
- Using questioning skills and techniques to understand the customers needs and offer a solution appropriately
- Being able to demonstrate our products to our customers to realise the value of those products
- Working to a set of KPIs and SLAs and understand what impacts the delivery of these metrics
- Working to a set of service procedures, policies and standards and calling out where these adversely impact the customer experience
- Share best practice with the team
- Escalating all complaints appropriately
- Processing leads and opportunities where identified to the Sales Teams
- Identifying customers who wish to leave the business and escalate these appropriately
- Interacting with other areas of the business to offer the best solution possible to resolve the customers query
- Developing ongoing relationships with colleagues within the business

**SKILLS/EXPERIENCE**:
Essential
- Excellent verbal and written communication
- Great resolution skills and ability to be resilient when required
- Strong experience in either customer services, sales, or success role
- Be of high aptitude and be proactive
- Have strong attention to detail
- Good telephone manner
- Good people skills with the ability to build up relationships both internally and externally
- Strong organisational and planning skills
- Excellent oral and written communication skills
- Team player and the ability to work effectively under pressure
- Good knowledge of information technology especially Microsoft Office

Desirable
- Cross-selling and up-selling experience
- Experience of working within telecoms/technology industries

**Job Types**: Full-time, Permanent

**Salary**: From £25,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Private dental insurance
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Work Location: Hybrid remote in NOTTINGHAM

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