Software Customer Service

Manchester City Centre

25,000

Portfolio are proud to represent our client, an award winning software company in their search for an Account Manager. As part of the Engagement and Activation team you will be onboarding new clients joining the service! Acting as a first point of contact for your allocated clients, this is NOT your normal high volume, inbound customer service role. You will be responsible for dealing with any issues, general queries and technical questions within the first 30 days of their contract.

You will be confident presenting demo's / webinars to clients and their wider business if needed, navigation of the app / platform is a key part of onboarding so if you are tech savvy - even better! You will be keeping in regular contact via inbound, outbound and Teams providing a world class experience for our business owners. This a very varied, fast paced role, with a clear progression pathway, within a friendly, supportive team!

Day-to-day responsibilities:

Provide an excellent customer service to our new and existing clients
Carry out pro-active implementation calls to new clients to welcome them to the service and provide them with an overview of the system and assist with the set-up of their account
Continue to account manage each on-boarded client during the first 30 days of their service agreement, keeping an accurate record of discussions with each client on Salesforce
Contribute to the companies business goal of migrating all HRonline users to the new software system
Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system
Conduct demonstrations of software by webinar for prospect clients and those wishing to migrate from HRonline
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.
Key requirements
Required 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:

Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service
Private health care cover after 5 years' service
New business referral scheme
Access to Health Shield
Access to the EAP service
Refer a friend scheme
Paid birthday leave
Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service
Group life insurance
Eye care contribution
Free fruit (office-based staff)
Travel Season Ticket loan scheme
Milestone recognition
Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
Park Inn 20% off food and drink
New Century food and drink discount
Revolution De Cuba food and drink discount
Cycle 2 Work scheme after probationary period
Free On site Gym
Bright Exchange perks

INDMANJ

50538LF

Portfolio Payroll Ltd is acting as an Employment Agency in relation to this vacancy.