Account Manager - Customer Service Telecoms

St. Albans, Hertfordshire, England
£25000.00 per annum
09 Nov 2016
07 Dec 2016
Ed Bailey
Contract Type
Full Time

Account Manager - Customer Service Telecoms

Location: Near Junction 9 of M1 commutable from St Albans / Dunstable / Redbourn / Hemel Hempstead
Essential experience: Customer Service / Account Management within a Telecoms company
Benefits: Basic salary up to £25K + bonus (neg dep on exp.)

Our client is a well established & expanding telecommunications company. The company now has a very exciting opportunity for a Customer Service / Account Manager to join the team. The position is office based near Junction 9 of the M1 and is commutable from Dunstable, Luton, Hemel Hempstead, Redbourn etc The client has 5 core product areas, Voice (Calls & lines), Connectivity / broadband, mobile services, inbound call solutions and hosted telephony. This role is to provide outstanding Customer Service to their existing Accounts. The successful candidate will have a strong Customer Service business to business background in Telecoms. You will be responsible for the whole customer service experience from logging faults, billing, general enquiries, introducing new products and services to the client and developing the relationship with your customer base. It is essential for this role you have an excellent telephone manner, outstanding customer skills, enthusiasm and are keen to progress and develop within a dynamic organisation.

Key Objective

*Establish relationships with both customers & dealers building loyalty & maintaining company churn level to below 1 %.

Personal qualities required for this position include:

* Always being a positive, enthusiastic and smiling team member.
* Must be hardworking & reliable.
* Ability to work towards team & company objectives
*Desire to use own initiative i.e. a proactive attitude.
*Striving to improve personal skills through actively getting involved with other areas
within the organisation.
* Always looking for solutions to problems.

Skills required for this position

*Experience in Account Management and/or Customer Service
*Experience or serious interest/qualification in Communications/IT and current trends
*Computer literacy with knowledge of Microsoft Office Word and Excel
*Excellent communication skills

Roles & Responsibilities

*Responsible for a base of approximately 60 - 100 customers, retaining their business,
improving loyalty and revenue by understanding what new solutions the customer
*Never losing a customer without a fight. Doing what ever it takes!
*To handling both incoming and outgoing customer service calls
* Incoming calls are to be assessed or resolved before assigning a follow up.
* Outgoing calls to be performed on a pro-active and project basis
* Responsible for fault diagnosis, follow up and resolution
*Periodic Rate reviews
* Understanding & pre-empting the threat from competitors
* Developing a good product knowledge in order to educate customers in alternative
* services. e.g. Mobiles, Line rental, Broadband
* Handling General Billing queries
*Using company reporting mechanisms to highlight and identify potential customer issues
* Handling customer and dealer feedback and complaints both on the phone and in writing
* Dealer support and responding to their queries