Customer Relations Executive Job Details
Vacancy has expired
Industry:
Other
Job Type: Full Time
City: Colchester
Post Date: 30/06/2010
Job Description: The teams key objective is to increase customer satisfaction and loyalty by continuing to enhance the engagement with our customers and improving our services. You will work as part of a small team reporting to the Customer Relations Manager. As Customer Relations Executive you will be engaged in most aspects of customer service which will include : • Dealing with issues and actions arising from dialogue with customers • Analysis and administration of our customer satisfaction survey results • Outgoing customer interviews and analysis • Gathering and analysing data to monitor our customer retention • Administering and liaising with users who need to transfer their software licence to a new company • Complaint Management - dealing with issues through to resolution where possible but escalating issues where appropriate • Assisting with the content of our User Newsletters • Compilation of reports relating to Customer Services and satisfaction • Contributing to the enhancement of our web sites to provide better customer interaction • Assisting with the management and administration of the User Group • Assisting in the development of knowledge-bases and self-service resources for our customers • Liaising closely with, Account Managers, Marketing, Admin and Support staff • Assisting with User and Dealer events and conferences • Assisting in Dispute Resolution • Dealer / user relations We are passionate about the service we deliver to all of our customers, irrespective of size, source or location. We strive towards working with everyone we have contact with to ensure that our customers have the definitive customer experience when working with us; whether they are calling us for support, ordering payslips or negotiating an Implementation. Our company vision is that every user will recommend our solution - and your role plays a key part in achieving this. Our aim is to provide exemplary service, exceptional performance and excellent results Reporting to the Customer Relations Manager, you will often be the first point of contact for customer issues and will be able to manage and handle them as independently as possible, escalating where appropriate. There is a significant element of administration in the role, but also a need to deal with the proactive management of current customer issues, and the enhancement of the services that we deliver to them Essential skill requirements: • Excellent communication skills and the ability to practically demonstrate evidential examples of how you have owned and managed escalations. • A proven career history of working in dedicated customer service roles which include the responsibility of owning / resolving issues within the role. • Practical experience of working in/with a back office environment to enable you to demonstrate the ability to understand business processes and to relate that to the implemented software solution • Strong statistical and analysis skills; the role will require manipulation of data, statistical analysis and reporting to enable areas of risk / commercial concern to be highlighted and assessed.
Company Name: 1st Choice Computer Appointments Ltd
Job Type: Full Time
City: Colchester
Post Date: 30/06/2010
Job Description: The teams key objective is to increase customer satisfaction and loyalty by continuing to enhance the engagement with our customers and improving our services. You will work as part of a small team reporting to the Customer Relations Manager. As Customer Relations Executive you will be engaged in most aspects of customer service which will include : • Dealing with issues and actions arising from dialogue with customers • Analysis and administration of our customer satisfaction survey results • Outgoing customer interviews and analysis • Gathering and analysing data to monitor our customer retention • Administering and liaising with users who need to transfer their software licence to a new company • Complaint Management - dealing with issues through to resolution where possible but escalating issues where appropriate • Assisting with the content of our User Newsletters • Compilation of reports relating to Customer Services and satisfaction • Contributing to the enhancement of our web sites to provide better customer interaction • Assisting with the management and administration of the User Group • Assisting in the development of knowledge-bases and self-service resources for our customers • Liaising closely with, Account Managers, Marketing, Admin and Support staff • Assisting with User and Dealer events and conferences • Assisting in Dispute Resolution • Dealer / user relations We are passionate about the service we deliver to all of our customers, irrespective of size, source or location. We strive towards working with everyone we have contact with to ensure that our customers have the definitive customer experience when working with us; whether they are calling us for support, ordering payslips or negotiating an Implementation. Our company vision is that every user will recommend our solution - and your role plays a key part in achieving this. Our aim is to provide exemplary service, exceptional performance and excellent results Reporting to the Customer Relations Manager, you will often be the first point of contact for customer issues and will be able to manage and handle them as independently as possible, escalating where appropriate. There is a significant element of administration in the role, but also a need to deal with the proactive management of current customer issues, and the enhancement of the services that we deliver to them Essential skill requirements: • Excellent communication skills and the ability to practically demonstrate evidential examples of how you have owned and managed escalations. • A proven career history of working in dedicated customer service roles which include the responsibility of owning / resolving issues within the role. • Practical experience of working in/with a back office environment to enable you to demonstrate the ability to understand business processes and to relate that to the implemented software solution • Strong statistical and analysis skills; the role will require manipulation of data, statistical analysis and reporting to enable areas of risk / commercial concern to be highlighted and assessed.
Company Name: 1st Choice Computer Appointments Ltd
