Customer Service/success Executive

**What to expect**

We are looking for a Customer Success Executive to provide market-leading customer service, proactively providing solutions to our customers and anticipating issues prior to them arising.

The mission of the role is to improve customer satisfaction and retention whilst identifying any opportunities to offer our products to support customers in achieving their business objectives.

We love to develop and grow people, so this could be a great starting point to learn everything about our business before considering other roles/functions in the longer term.

**About Commify (t/a Esendex)**

We make business communication brilliant We work with more than 45,000 companies, helping them to transform their mobile communication with their customers and employees. Our success is the result of hundreds of talented people pulling together to achieve a common goal. Join our team and be part of our success story.

You will thrive in an environment of passion, integrity, ownership and innovation, where development and progression is a real focus. We’d like to think we have everything you’d expect from a benefits package, from 27 days holiday and your birthday off work, to private medical cover, dental cover and bi-monthly social events On top of this you can expect £350 of Christmas vouchers and added extras like beer o’clock and an amazing Christmas party.

**As Customer Success Executive you 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 you interact with to an agreed point of handover
- Continually striving for first contact resolution and looking for ways to drive down failure/waste demand
- Understanding the Customer Success Mission and translating that into your day to day activities
- Using questioning skills and techniques to understand customers’ needs and offering appropriate solutions
- Demonstrating our products to our customers to realise the value of those products
- Working to a set of KPIs and SLAs and understanding 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
- Sharing best practice with teammates
- Escalating all complaints appropriately
- Processing leads and opportunities, where identified, to the Sales Teams
- Identifying opportunities to reduce customer churn and escalating these appropriately
- Interacting with other areas of the business to offer the best solution possible to resolve the customer’s query
- 5 GCSE’s C grade or above including English, Maths and IT or equivalent
- Strong experience in either a customer services, sales, or success role
- Ability to introduce new products in a call
- Be of high aptitude, keen on detail and proactive
- 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
- Excellent questioning and listening skills
- Team player and the ability to work effectively under pressure
- Good knowledge of information technology especially Microsoft Office
**It would be great if you also had**:

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

**The legal stuff**

Esendex is committed to protecting the privacy and security of your information. Personal information submitted as part of the recruitment and selection process will only be used for these purposes. We will retain information for up to 12 months, after which it will be deleted or destroyed. For full information about your rights in relation to your data, please see our full Recruitment Privacy Policy here.

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

Additional pay:

- Bonus scheme

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Schedule:

- Monday to Friday
Work remotely:

- No