Customer Services Executive

4 weeks ago

Sheffield, United Kingdom SoloProtect Ltd Full time

The role of the Account Executive is to support the Sales and Customer Success Teams in managing the day-to-day relationships with customers, throughout the duration of the contract. If you are interested in building a career in Customer Success or Sales, it's a great starting point

**Responsibilities**
- Maintaining excellent knowledge of our products, services, and competitors to meet customer requirements.
- Liaise with Key Contact/Manager regarding the initial set up of the Account and Devices.
- Introductory call to Contact /Report Recipient/s to create a close and trusted relationship to help maximise the effectiveness of the contract.
- Work with the Administrator and Company Point of Contact to follow up on incomplete inactive devices, training and registration links issued to Lone Workers.
- Attend External/Internal Meetings and or Teleconference when required and provide necessary supportive documents / reports.
- Adhere to bespoke service level agreements relating to the administration and reporting of lone workers and maintain data integrity.
- Manage Customer Report Requirements.
- Responsible for inbound and outbound calls delivering an excellent end-user telephony experience, troubleshooting and resolving problems over the telephone.
- Create and manage open problems bring them to a satisfactory resolution within the agreed KPI.
- To issue genuine alarms audio requests in line with GDPR and SoloProtect Data Handling Policy.
- Through weekly analysis of reports be responsible for encouraging good working practices making our products part of the users working day by embedding daily usage and making recommendations (where appropriate) to
- increase activity by working with the Manager.
- Drive Insights customer usage to meet SoloProtect objective of 85%.
- Successfully manage and resolve Customer Complaints and Expressions of Dissatisfaction.
- Proactive outbound calls working with the Customer on improving service, addressing training needs of Users, and reducing Alarm Operators handling times by effectively managing Amber Alert Reviews, Unsuccessful
- Escalations, Excessive False Activations and Unplanned Device Testing.
- Manage, monitor, and chase all outstanding Alarm Receiving Centre queries.
- Arrange collections of end of Contract devices and liaise with customer regarding swap out contracts.
- Successful Quality Assurance results on all audited work.
- Support departmental Projects or Business Initiatives when required.

**Essential Requirements**
- Educated to GCSE standard /NVQ Level 2 or Level 3 in Business and Administration
- Strong written and verbal communication skills.
- Highly organized, with a flexible approach to work.
- Practical and creative approach to problem solving and risk mitigation.
- Ability to commute to our Sheffield office.

**What we offer**
- Competitive salary
- Performance bonus
- 25 days annual leave plus bank holidays
- An industry-leading referral scheme with no limits on the number of referrals
- Home, remote or office-based working (you choose)
- Ongoing training opportunities
- Access to private healthcare
- Employee Assistance Programme
- Pension scheme
- Bike-to-work scheme
- Modern office with kitchen facilities, including a pool table and dart board
- Free secure parking

**About SoloProtect**

SoloProtect has been a market leader in personal safety technology since 2003, with huge experience as a lone worker device manufacturer, mobile app developer, monitoring centre operator, and safety solution provider. We deliver industry-leading service to employers in 14 countries and our safety devices are used and trusted by over 320,000 lone workers across the private, public and third sectors.

**Additional Information**

Due to industry standards, all successful applicants will be vetted in accordance with BS7858

**Dedicated to diversity**

At SoloProtect we believe different ideas, perspectives and backgrounds are key to developing a creative working environment that delivers real results. It’s why you’ll find us championing diversity and equality at every turn.

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

Work Location: Hybrid remote in Sheffield

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