Job Description:

Customer Service Specialist

Portfolio are proud to represent our client, a global Software business in their search for an Account Manager. They are expanding the Customer Service team due to continued growth. Working with the Engagement and Activation team you will be an Account Manager for new Businesses to 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 onboarding the client, dealing with any issues, general queries and technical questions they may have for the first 30 days of their contract. 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 within a small, 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

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The Portfolio Group are acting on behalf of our client in recruiting for this position.