Portfolio Group are proud to be exclusively representing our client in their search for a Customer Solutions support Specialist. Working with the Customer Solutions Team, you will be triaging the email inbox, logging complaints and allocating to the team, checking if you can resolve the issue rather than escalate to the team, and all associated admin. This is a varied, fast paced role within a small, friendly, supportive team that can offer a clear progression pathway! We are looking for someone with amazing customer service who will go above and beyond to resolve issues for clients. If you have the relevant experience and are looking for a new challenge, please apply today and we''ll be in touch!

Customer Solutions Support Specialist - Manchester City Centre

-25,000

Role Description
In a fast paced, global business, provide a best-in-class service to new and existing client. Support the Customer Care Specialists by investigating and accurately recording client queries and requests for support on Salesforce. Contribute to the business''s Super Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.

Main Responsibilities
* Provide an excellent customer service to new and existing BrightHR clients
* Understand all client databases and systems to adequately access the client and service information.
* Maintain client profile including changes to company name, address, contact details and change in employee information and undertaking investigations where appropriate.
* Conduct a thorough fact find with each enquiry or service issue and ensure that cases are logged accurately in Salesforce, to support the Customer Care specialists in complaint management and resolution
* Support our post-sales processes by engaging with the client on the phone and by email who raise concerns or queries in the first 90 days of their agreement
* Rescheduling of cancelled appointments
* Management of client task lists
* To receive client and consultant telephone & email enquiries and resolve in line with internal SLAs or ensure escalation to the correct team, to resolve within internal SLAs.
* To liaise with the Business Development Manager or Service department regarding clarification of the clients contracted service provision.
* Provide feedback to line managers to help improve processes and promote best practice.
* To provide comprehensive support to clients on the services they have and look for opportunities to expand the clients services.
* Accountability for obtaining a prompt response to client queries, complaints and requests to cancel.

Skills and Experience
* Customer service experience is essential
* 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

Benefits

• 25 days'' holiday, plus bank holidays.
• Day off on your birthday.
• Perkbox discounts.
• Holidays increase after 2 and 5 years'' service.
• Pension Plan and Life Insurance.
• Free on site gym
• Access to Employee Assistance Programme.
• Profit Share Scheme - Annual bonus

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