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.
At BrightHR we have a clear identity as to who our people are and the traits, attributes and behaviours that make up our great culture. By joining BrightHR you will have a “can-do” attitude. You are driven to achieve your goals and targets provided, you’re accountable for your remit and willing to help others achieve their goals. You’re not afraid to take risks or share ideas and innovate. You don’t clock watch or wait for the day to end. You’re focused each day on delivering a best-in-class experience, achieving your targets, and contributing to the businesses’ overall growth goals. You’re analytical, organised and work best as part of a team. You don’t operate on maybes, say you’re too busy or you can’t take on anymore. You’re excited about the potential of the future and believe that together we can achieve anything. Learn more here https://www.brighthr.com/about-us/our-culture/