CUSTOMER RETENTION EXECUTIVE - Harrogate

Recruiter
Sanderson
Location
Harrogate
Posted
11 Apr 2019
Closes
21 May 2019
Contract Type
Permanent
Hours
Full Time

CUSTOMER RETENTION EXECUTIVE

REPORTS TO SALES SUPPORT MANAGER acting a key Client Administrative exec , lots of opportunity to learn Microsoft CRM packages like Dynamic 365 and work with Clients ,

A great opportunity for a ambitious individual who can effectively work with 500-600 clients as a customer retention exec helping Clients with the latest offerings in the managed service space ( not a sales role )

Our Client is a leading managed service provider in Harrogate with a rich end-to-end solution portfolio covering the

spectrum of Connectivity, Cloud and Collaboration, designed and delivered by our own highly skilled teams

from our privately owned, UK based multi-million pound infrastructure.

Our Client has annualised revenues in excess of £100million, more than 500 highly skilled employees serving

over 2000 customers across the UK.

With the IT landscape in constant evolution, Our Client is built around today's modern IT challenges offering

application, collaboration, infrastructure, network and IT security services. Learn more about what we do on

our website www.Our Clientplc.com

JOB DESCRIPTION

AIM OF THE ROLE:

The Customer Retention Team is a new team within the Sales Operations Function. The aim of the Customer

Retention Team is to provide exceptional customer service to our transactional / low spending account base.

The role is not target driven, but the candidate would be expected to react quickly and efficiently to requests

for additional services, along with all other forms of day to day account administration.

KEY RESPONSIBILITIES:

The primary aim of this role will be to provide day to day administrative support to Our Clients existing

Customer Accounts. This role will be supported by members of the Sales Support Team on a daily basis to

ensure these accounts are proactively managed and their full potential realised.

Duties will include, but are not restricted to the following: -

- Preparation of small Customer quotes

- Processing of Customer renewals

- Managing Customer queries and issues, escalating these queries to the relevant departments where

required i.e. Billing, Technical & Operational and working closely with these departments in order to ensure

the timely and effective resolution of these queries

- General housekeeping / day to day administration of these accounts and managing the Customer inbox

- Conducting internal account reviews and margin analysis of these accounts

- Adherence to Our Client Solutions Limited ISO09001 and ISO27001 certification standards:

o Compliance with Our Client's policies and procedures

o Handling and protection of Our Client information

o Reporting of security events

o Implementing appropriate policies and procedures

PERSON SPECIFICATION

The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they

will ideally have the following skills, attributes and experience:

- Must be a strong team player

- Highly motivated, with a pro-active approach to their workload

- Be able to work on their own initiative with a keen desire to learn new skills

- Enthusiastic with a confident personality

- Understand the sales process and importance of Customers

- A fast learner, with an interest in and the ability to learn about Our Client's Services and Solutions;

with the capability to keep this knowledge up to date going forward and to develop and build on this

in the future as required

KEY SKILLS

- Excellent communication skills, both written and verbal, in order to be able to liaise with internal and

external contacts at all levels

- Effective use of the telephone and Microsoft Office packages - including email, word, excel,

PowerPoint etc

- Ability to work under pressure

- Good attention to detail

- Customer service driven

HOURS OF WORK

The Company's standard working hours are Monday to Friday 9.00 until 5:30pm with one hour for lunch.

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