Customer Care Specialist

Salary: Up to £25,000 • Location: Manchester

Customer Care Specialist

Role Description

In a fast paced, global business, provide a super-duper service to new and existing clients through critical care support, by identifying “at risk” accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service. Increase engagement and retention rates and improve client sentiment and online reputation. Contribute to the business’s Super-duper Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.

Main Responsibilities

  • Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised

  • Record accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced

  • Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk

  • Identify and pro-actively contact “at risk” clients to promote the benefits of our products and service and encourage implementation and usage

  • Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice

  • Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied users

Skills and Experience

  • Customer service experience is essential

  • The ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needs

  • 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

We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart. We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally. We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.