Customer Success Associate

Customer Success Associate

Nottingham City Centre

Monday - Friday 9.00am - 5.30pm

Salary Circa £24,000 - £26,000 Per Annum D.O.E

Our client is seeking an experience customer support associate who can provide market-leading customer service, pro-actively providing solutions to the customer base and anticipating any issues prior to them arising. You will be focused on improving customer satisfaction and retention whilst identifying opportunities to offer products to support customers in achieving their objections. This position is perfect for a forward thinking candidate with a sense of business acumen.

Responsibilities:

  • 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
  • Continually striving for first contact resolution and looking for ways to drive down failure/waste demand
  • Understanding the customers’ needs and offering appropriate solutions
  • Demonstrating the products to their customers to realise the value of those products
  • Working to a set of KPIs and SLAs
  • Working to a set of service procedures, policies and standards
  • 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

Skills/Attributes/Experience:

  • 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

Please only apply for this position if you can evidence, on your CV, the essential elements of the post.

Should this not be the case, you will only receive an automatically generated email response to your application with no further communication.