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
  Bright transforms people management for small business owners.
  Bright believes in the power of small businesses and understands their importance to our high streets and local communicates. That’s why we support small business owners with all their people management need and give them the tools to take their business to the next level

ROLE DESCRIPTION

In a fast paced, global business, provide excellent customer service to new clients through out-bound calling, by pro-actively contacting clients to arrange their on-boarding call and offer additional training to disengaged users. Contribute to increased engagement and retention rates and improve client sentiment and online reputation. Contribute to the business’s Super-duper service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.

MAIN RESPONSIBILITIES

• Provide an excellent customer service and software support to our new and existing BrightHR clients
• Welcome new clients to the software who have just signed with our sales team and go through the services they have and explain the next steps and what to expect going forward.
• Helping the client register their accounts and where to find services within the software as well as booking call backs with the Advice and/ or Health and safety team as well as arranging one-to-one training on the software with an account manager.
• Conduct follow up calls for clients who chose not to have the one-to-one training to see how they are getting on and remind them of the services they have and if they want training i can arrange this for them whenever they like.
• To be available for clients to call in when they have problems with the software and to work with other teams on my floor to troubleshoot and find solutions for clients
• To work with our sister business Penninsula and Croner and support their clients use of BrightHR software and arrange one-to-one training/Demos
• Owning activation for all new clients
• Carry out pro-active calls to arrange on-board appointments with an Activation and Engagement Manager
• Use software including but not limited to Calendly and salesforce to keep an accurate record of appointment times
• 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
• Regular client check in calls to increased engagement and retention rates and improve client sentiment and online reputation