We're delighted to be recruiting for a market-leading software organisation in the construction space - looking to grow its customer experience team!
We are looking for a professional Customer Care Manager who will be responsible for handling inbound customer questions, comments and complaints. To succeed in this role, you should be an excellent communicator who can build trust, have a persuasive attitude, excellent customer relationship skills, and a passion for customer experience. Ultimately, you will help establish our customer's reputation as a company that offers excellent customer experience during all sales and after-sales procedures.
Key Accountabilities
Be a trusted advisor to customers – support customers resulting in a healthy customer relationship
Own the inbound customer queries, responding in a timely and accurate way, via phone/email (and possibly chat in the future)
Follow up with customers and internal stakeholders, owning the query to ensure customer issues are resolved
Identify customer needs and help customers use specific features, helping them realise the full value of our client's solution(s)
Update internal databases with information about customer queries and all key discussions and actions internally and externally (customers)
Monitor customer complaints on social media and reach out to provide assistance (currently our client do not have a large presence on social media but this will form a part of the role in the future)
Gather customer feedback and share with our Product, Sales and Marketing teams (for example, collate information and report into product malfunctions and enhancements uncovered through customer conversations)
Knowledge, Skills & Experience
Passionate about providing a best-in-class customer experience
Proven record in managing customer queries, demonstrating excellent communication and problem-solving skills
Strong stakeholder management – allowing you to engage with various personas and adjust the communication style/approach to achieve your objective(s)
Ability to manage own time/ diary, and able to prioritise according to our business or the customers’ needs.
A proactive approach, working with internal and external stakeholders
Ability to understand the root problem behind a specific requirement and the ability to articulate where our product assists with solving said problems
A solid level of experience with the MS Office Suite (Word, Excel, PowerPoint) and MS Teams
Experience and disciplined adoption and maintenance of a CRM system
Industry
Minimum of 2 years’ experience working within a Software organisation, ideally within the B2B space
Experience in a SaaS environment is desirable for this role
What the Zest team think:
"This is a brilliant opportunity for any service-focussed individual to join a fast-growing SaaS business who have won multiple recent awards & featured on the Great Place to Work list. If you get a kick from delivering phenomenal customer experiences - we want to talk to you!" (Calum, Zest Founder)