Customer Care Associate

Job Description

Customer Care Associate l Manchester l Hybrid | Up to £25k + Bonus Job Overview:Axon Moore are delighted to be working with an incredibly fast growing software provider offering innovative solutions to help businesses go further. They do this by creating award-winning software and working with our customers and employees to produce solutionsthat work. They are a passionate bunch who challenge the ordinary and bring a creative flair to everything they do.they’reloud, proud, and believe in working collaboratively to develop theirexpertise. As a Customer Care Associate, you’ll be responsiblefor a set of accounts, providing a single point of contact for any escalations, gaining NPS Scores and evaluating customer’s overall health score. Leading on contract renewals for your accounts and being accountable for any churn. You will report to our CustomerCare Managerto support keybusinessobjectives. Salary: Up to £25k (+ bonus)Location: Manchester City CentreMain Duties:

• Assist onboarding with projects to make sure go live dates are met
• Collate NPS scores and customer feedback to drive the future innovation at Autocab
• Work closely with the Customer Success team to ensure customers are utilising their systems and establish the uptake and continued usage of new products and features
• Manage renewals for your accounts
• Reduce customer churn by escalating any issues accordingly prior to becoming a retention problem and identifying accounts that are at risk
• Pro-actively reach out to your accounts once a month to gain an NPS Score and feedback through calls, WhatsApp and email.
• Manage any escalations from customers taking ownership of issues and managing through to resolve by liaising with other departments
• Understanding issues at a high level and being able to prioritise and escalate accordingly Managing the onboarding process from a customer care perspective to deal with any concerns raised out of the onboarding department
• Escalating any at risk customers to management to obtain guidance on next steps
• Managing customer renewals and retention, having commercial awareness and being responsible for customer churn within your accounts
• Handle basic customer complaints in a professional manner with the ability to empathise and understand pain points and concerns
• Logging all communication with customers for reference
• Work with marketing to provide continual customer education and awareness
• Ensure customers are informed of changes and improvements within the business
• Direct queries and requests to the relevant departments when required but always owning the feedback and relationship so there is one point of contact

Person Specification:

• Previous experience in account management and retentions
• Experience of progressing customer issues through to successful resolution
• Have excellent communication skills both written and verbal with a passion for customer service
• Ability to work under pressure in sometimes sensitive situations
• You will need to be customer centric. Which includes; putting customers first, valuing their opinions and listening to their feedback.
• You will need to adopt a collaborative approach to working.
• Have strong team working and listening skills to help yourself, your team and business grow
• A flexible approach to your work.
• Have an adaptable mind set, are a proactive problem solver and think outside the box. A passionate and personable nature.
• Be creative and confident in your work. Comfortable with building rapport with customers and the team. An honest style of communication.
• Being transparent and clear in everything you do.

For immediate consideration or more information on the role, please contact…