Customer Service Support Agent

Portfolio are proud to be working with our client, an Award winning, global professional services provider based in Manchester city Centre. Due to expansion within the team, they are looking for an experienced customer service Agent to support the Onboarding Account Managers in dealing with new clients to the business. You will be answering queries and helping them to navigate the software and system so being IT savvy and being able to pick up new systems would be helpful! You will also be contacting and offering additional training to disengaged users. This will contribute to increased engagement and retention rates and improve client sentiment and online reputation. This is a varied and fast paced role, so if you are up for the challenge, apply today and we''ll be in touch!

Main Responsibilities

• Provide an excellent customer service and software support to our new and existing BrightHR clients
• Carry out pro-active calls to arrange on-board appointments with an on-boarding specialist
• Use software including but not limited to Calendly and salesforce to keep an accurate record of appointment times
• Carry out pro-active waterproofing appointments to maintain a low level of cancellations
• Take ownership of any Service Issues raised by the client, keeping an accurate account of the client''s concerns on the relevant CRM system
• Ensure all Service Level Agreements are adhered to at all times
• Meet and exceed all Key Performance Indicators
• Contribute to team targets, paying particular attention to customer experience and feedback

Skills and Experience

• Customer service experience is essential
• The ideal candidate will have experience of working in an out-bound, telephone based role
• Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
• The ability to work in a fast paced environment
• Able to adapt to change
• Can take responsibility of own product knowledge
• Able to communicate at different levels throughout the business

Benefits

• Profit share scheme
• 25 days'' holiday, plus bank holidays
• Day off on your birthday
• Perkbox discounts
• Holidays increase after 2 and 5 years'' service
• Pension Plan and Life Insurance
• Access to Employee Assistance Programme

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