Graduate Customer Experience Account Manager

Graduate Customer Experience Account ManagerLocation: Hemel Hempstead

Salary: £19,500 - £26,000 + Commission

Hours: Monday – Friday, 9:00 am – 5:30 pm

You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish relationships, identify opportunities and maximise customer retention, through office-based support and occasional face-to-face customer meetings.

Responsibilities

Support your customer base by managing and exceeding expectations.

Identify and create opportunities that benefit your customers.

Maintain high customer retention and contribute to the team’s overall retention rate.

Handle both incoming and outgoing customer sales and service calls.

Create and manage cases through CRM.

Respond to call alerts and check for signs of fraud.

Develop product knowledge to educate customers in alternative services (e.g., Mobile, Connectivity, VoIP).

Document and resolve faults, or hand over more complex issues to third-line support and follow up when resolved.

Handle general billing queries.

Understand and pre-empt competitor risk.

Use company reporting mechanisms to prioritise daily/weekly actions.

Handle customer feedback and complaints on the phone and in writing.

Assist other departments to resolve customer-based challenges.

Skills and Experience

Customer service or sales experience.

Excellent communication skills.

A proactive, positive (win-win) attitude.

Office 365 knowledge desirable but not essential.

Ability to thrive in fast-paced environments and adapt to change.

Proactive approach and ability to bring new ideas to the team.

Ability to forge lasting relationships with customers and partners.

Good time management skills and ability to prioritise workload.

Additional Benefits

21 days holiday rising to 25 after 5 years of service

Birthday off

Childcare vouchers

Employee mobile package

Holiday Purchase scheme

Retail discounts

Discounted gym membership

We Offer

A competitive salary and bonus structure

Full training

Ongoing personal development

A friendly working environment

Equal Opportunities

SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities and will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.

Seniorities and Employment Type

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industries: Telecommunications

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