Location: Southend (Hybrid working after initial training and probationary period)
Hours: Monday to Friday 9am - 5:30pm (plus networking/events that may take place outside of these hours)
OR
Monday - Friday 10am - 3pm (plus networking/events that may take place outside of these hours)
Salary: £24k - £28K
You will need to be a driver for networking/events
Purpose of the role:
- The role will be to provide communication and support services for clients • Ensure clients know they are valued and to develop clients re additional products or services (where appropriate). • Promoting the company services and products to prospects through planned communications, networking and other marketing activities. Main Duties and Areas of Involvement• Develop excellent knowledge about products and services.
- Develop excellent knowledge about terms of business and pricing for all products and services.
Enquiries and Opportunities:
- Be a point of contact for any enquiries, taking initial information and progressing as necessary e.g. send information, arrange demonstrations, managing and planning ongoing follow ups.
Networking and Events:
- Attend local networking events to promote the company and build contacts and relationships (a minimum of 2 networking events per month).
- Attend events or exhibitions.
- Organise events e.g. online webinars, attendance at local exhibitions.
- Promote any events including calls to advise of the event and to increase attendance.
Courtesy Calls:
- Carry out courtesy calls to clients and develop a courtesy call programme (to include asking for referrals when clients are delighted with our service).
- Recommend and develop any additional communications to clients to provide awareness of our products and services.
Administration:
- Maintain accurate records of all conversations and correspondence on the CRM system.
- Carry out any other associated administration e.g. price lists, order forms, proposals, emails, campaigns.
- Contribute towards any new initiatives e.g. Partner Programme.
Other:
- Make calls to clients on behalf of Consultants or Account Managers to progress projects or provide information to the client.
- Provide general support to client relating to products and services (e.g. questions about how to your our software).
- Make courtesy calls to clients who have purchased other products to gain feedback.
- Carry out surveys / research with clients to gain feedback about products and services. Propose recommendations from outcomes.
- Complete weekly report.
- Any other reasonable tasks or duties.
Training and Development:
- Take responsibility and ownership for personal development and carry out any recommended reading or training.
Key Performance Indicators:
- Courtesy calls to existing clients including feedback (number per month to be agreed)
- Sales of additional products or services to existing clients (upselling)
- Gaining referrals from existing clients
- Sales of new services to warm leads who contact the company directly or via telesales appointments made.
Personal Attributes
- Client-focused with experience in client services / customer services
- Excellent telephone manner and able to quickly build relationships (on the phone, video conference and face-to-face). Comfortable picking up the phone to clients and prospects
- Uses initiative and is proactive towards the job role
- Self-motivated with a desire to learn and succeed
- Computer literate and able to learn new systems
- Organised with good administration skills
- Personable and Professional.