Customer Relationship Executive job in Trafford Park


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Job Ref: 6131

Job Type: PERM

Location: Trafford Park

Salary: £21,000 - £23,000

Date Posted: 15th August, 2017

Category: Administration Office Support, Customer Services

Job Description

Our client is seeking a Customer Relationship Executive to join an expanding and successful team. You will be based within the Customer Experience Department and Report to the Customer Support Manager.

Overall Function

  • This is an office based Support role working within the CRM Support team aligned to one or more Customer Relationship Manager’s where there are multiple/strategic accounts. As a single point of contact, providing excellent customer service and support with high levels of proactivity and visibility to all customer stakeholders both internal and external
  • Support and nurture relationships ensuring development and retention of strategic customers. Build long term relationships with customers.
  • Delivering exceptional customer experience and loyalty.

Roles and Responsibilities

  • Support two or more dedicated strategic accounts working alongside one or multiple CRM’s.
  • Support and problem solve with a deep understanding of customer/business needs. Through a true partnership.
  • Manage day to day customer enquiries/escalations, ensuring customer satisfaction remains paramount at all time; driven and measured through the use of a customer loyalty scorecard.
  • Identification of opportunities, issues or problems before the customer is aware of them and presentation of potential solutions to the CRM.
  • Be involved and aware of the in the IMAC process managed by the CRM support team aligned to agreed customer process.
  • Provide proactive customer assessments through data and reporting in line with customers’ needs and expectations and be able to articulate the findings.
  • Provide data and reports as required in order to identify value add projects and demonstrate innovation for the customer.
  • Provide bespoke Management Information on a regular basis (as required by the client and CRM) to support their business and decision making process.
  • Proactive monitoring of KPIs & SLA’s.
  • Manage and maintain strong partnerships/relationships with both internal and external clients breaking down internal boundaries and potential silos.
  • Support and understand the businesses approach to strategic account management.
  • Support and lead any potential conference calls as requested and required by the CRM.
  • Have a clear understanding of billing information and fleet utilization to ensure we achieve committed costs savings or baseline commitments.
  • Support the customer loyalty agenda; providing regular and detailed feedback to the CRM that will drive the overall improvement agenda.
  • Maintenance of customer information and optimization of customer portal usage.
  • Support Service Improvement Plans where appropriate using the appropriate documentation as defined by CRM.
  • Support the overall project management approach for new deployments and existing customer projects as per the agreed roles and responsibilities as defined by the CRM.
  • Due to the nature of the role other tasks will be required by the company on an ad hoc basis.

Person Specification

  • This role is a key function in the improvement of customer experience therefore all of the following skills will be utilised to the maximum;
  • Proven customer service skills required in order to create, maintain and enhance customer relationships – put the customer first in everything they do
  • High levels of self-motivation
  • Excellent Time Management skills
  • A methodical approach, combined with creativity, determination and persistence.
  • Excellent verbal and written communication skills.
  • Minimum 3 years of Customer/Account support experience
  • Must be able to quickly understand the client, their products and their industry
  • Strong customer negotiation/liaison skills
  • Communication techniques and skills
  • Excellent and innovative presentation techniques and skills
  • Excellent problem resolution and high levels of proactivity
  • Ability to work to deadlines
  • Essential Computer Skills
  • Must be fully conversant with all MS Office, to include; Excel, Word, Outlook and Power point
  • Good data manipulation and understanding
  • Essential attributes
  • A passion for personal success, professionalism, integrity and problem solving
  • A natural forward planner who critically assesses own performance
  • Reliable, tolerant and determined
  • Able to get on with others and be a team-player
  • Lives and breathes quality and right-first-time attitude
The above is not an exhaustive list of requirements as the role may change to meet with the overall objectives of the company.

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