REQUIRED SKILLS AND EXPERIENCE

• Customer service experience is essential • The ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needs • 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

• Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised
• Record accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced
• Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk
• Identify and pro-actively contact “at risk” clients to promote the benefits of our products and service and encourage implementation and usage
• Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice
• Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied users
  Key requirements