Job Ref: 215726656

Date: 2022-02-03 12:50:53

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Customer Service Account Manager

High Wycombe

Permanent

Hybrid Working

The Account Manager offers an exceptional level of service to customers ensuring that every communication is both a professional and positive experience. The service must be pro-active, timely and informative, balancing the needs of the business and the customer.

You will work closely with Sales teams, Quality Control and Finance and customers of the business.

Key Responsibilities

• Manage a portfolio of accounts

• To provide support to our customers and the sales teams

• Display a polite and professional telephone manner at all times

• Liaise with business customers in resolving problems and answering queries via telephone,

email and web chat, working to a ‘first call’ resolution target

• Attend meetings with potential and existing customers

• To play an integral part in building relationships with our customers and the key role in the management and retention of the customer now and in the future

• Managing relationships at all points up to Director level

• Escalation point for every eventuality – inspiring confidence in the customer as the ‘go-to’ contact

• The ability to manage and maintain bespoke and complex accounts, each with varying requirements

• Bespoke reports generated each month for selected customers

• Process management – pro-active to a very high degree, ensuring that the customer never

has to chase us for an update on any query

• Delivering presentations to potential and existing customers

Core Competencies

• Excellent communication and organisational skills

• Must be able to work well under pressure and remain clam in stressful situations

• Customer focused and passionate about service

• A proactive approach

• Ability to work to strict deadlines and prioritise workload

• Great business sense and commercially aware of the consequences of decision making,

striking the right balance between customer service and profit

• Strong organisational and negotiation skills

• Excellent telephone manner including listening skills

• Strong problem-solving skills

• Attention to detail and accuracy

Person Specification

• Personable and confident

• Passionate about providing an excellent service with every customer interaction

• Enjoys working with and speaking to people

• Understands how own role contributes to business objectives and internal customer satisfaction

• Is able to remain calm and work well under pressure

• Delivers against expectations on or ahead of time

• Is able to work as part of a team

Working Hours  9am – 5pm Monday to Friday

Salary –  £20,000 + £200 – £300 per month bonus if KPI’s reached

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