Customer Relations Advisor

Job Description

Haydock, St.Helens £22,660 Basic SalaryWould you like to join a successful, established and growing company with an enviable reputationWe inspire individuals to be outstanding in what they do and encourage all our employees to be enthusiastic about new challenges and have the drive to succeed.Role:A varied account manager role; providing customer relationship, sales support and administration to the Business Development function of Merchant Rentals, its business partners and customers.Main Duties:• To be a point of contact for business partners and customers, ensuring they receive the highest possible level of customer service • Ensure efficient day-to-day operation of inbound email and telephone enquiries and reply with accurate information • Working as a team actively engaging customers via inbound and outbound calls and emails, to support customers with their terminal renewals. • To process new business, additional and upgrade terminal requests, liaising with partners and customers from order request to lease submission through to terminal deployment, this may involve courier tracking of large deployment rollouts • Control day-to-day account management responsibilities, for example dealing with minor or complex queries, or supporting customers with change of product requirements and guiding around applicable swap and cancellation costs• Build trust with business partners and customers to enhance relationships and utilise experiences to reinforce mutual benefit • Explore ways to improve service delivery with suppliers, when working in alliance with customers , partner helpdesk and their operations providing feedback to management on experiences and performance • Work in a timely manner to maintain and produce monthly Service Level Agreements reports (SLA’s) for customer accounts. Obtain and utilise feedback from business partners and customers on a regular basis to ensure issues are identified and resolved promptly• Recognise key issues from customer information and communication and ensure appropriate responses are made • Provide Business Development team administration, record keeping and maintain accurate system notes • Maintain awareness of terminal products and assist business partners and customers in creating opportunities • Monitor order levels and provide feedback to management • Produce regular stock reports and distribute to managementEssential Skills and Attributes:• Able to manage own workload and demonstrate initiative • Team player with clear focus on customer service, retaining customers, quality and accuracy• Tolerant and empathic communicator with excellent telephone manner• Desire to achieve team targets around terminal end of life renewals and terminal non-compliancy. • Eye for detail, administration and accuracy • PC Literacy – use of in-house systems and MS Office applications such as Word and ExcelOur Company:Merchant Rentals, part of the PayPoint Group, established in 2002, specialise in providing tailored asset finance solutions to businesses large and small throughout the UK, helping them to accept card payments through a range of payment terminal technologiesand accessories. We onboard around 12,000 new customers each year, partnering with some of the world’s leading payment terminal providers, global acquiring banks and independent sales organisations. We have over 50,000 UK customers from local shops, bars andrestaurants to leading retail chains and we have ambitious plans to expand our products and market share.Our contracted working hours are 36.25 per week Monday to Friday with flexibility around start and finish times from 8.30am until 6.00pm. We are focused on ensuring our team enjoy a good work-life balance, offering a range of benefits which include;• 30 days annual leave (including 8 UK bank holidays)• Company share incentive plan• Free on-site parking• Contributory pension scheme and life assurance (subject to conditions)• Structured induction and on-going training and support• Opportunity to progress through the business• Discounts through our employee benefits platform• Vouchers for eye test scheme• Offices conveniently located on the A580, close to M6• Regular employee social events, lunches and fun activities• Free refreshments providedYou may also have experience of: Customer Service Representative, Client Relations Specialist, Customer Success Manager, Customer Experience Associate, Relationship Manager, Client Services Advisor, Customer Support Specialist, Client Relations Coordinator,Customer Relationship Manager, Account Services Representative, etc.REF-209 674