Location: Hemel HempsteadSalary: £24,000 – £26,000 + bonusHours: Monday – Friday, 9am – 5.30pmYou will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish relationships, identify opportunity and maximise customer retention, through office-based support and occasional face to face customer meetingsKey Tasks:Support your customer base by managing and exceeding expectations.Identify and create opportunities that benefit your customers.Making sure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate.Handle both incoming and outgoing customer sales and service calls.Create and manage various cases through CRM.Work through your call alerts, and check for signs of fraud.Develop product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP.Document and resolve faults, or hand over more complex issues to third line support and follow up when resolvedHandle general billing queries.Understand and pre-empt competitor riskUse company reporting mechanisms to prioritise your daily/weekly actions.Handle customer feedback and complaints both on the phone and in writing.Assist other departments to resolve customer-based challenges.Skills and Experience:Customer service or Sales experience.Excellent communication skills.A proactive, positive (win-win) attitude.Office 365 knowledge desirable but not essentialSomeone who thrives in fast paced environments and can easily adapt to change.Proactive approach and ability to bring new ideas to the team.Ability to forge lasting relationships with customers and partners.Good time management skills and ability to prioritise workload.Additional Benefits:21 Days’ holiday rising to 25 after 5 years of serviceBirthday offChildcare vouchersEmployee mobile packageHoliday Purchase schemeRetail discountsDiscounted gym membershipWe Offer:A competitive salary and bonus structureFull trainingOngoing personal developmentA bus and fun working environment

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