Customer Success Executive

Our Benefits

City location

Private healthcare

27 days holiday

Buy or sell holidays

Bonus scheme

Pension scheme

Regular social events

£350 Christmas vouchers

Loyalty awards

Birthday off work

What to expect

About the role 

We are looking for a Customer Success Executive to provide market-leading customer service, proactively providing solutions to our customers and anticipating issues prior to them arising. To improve customer satisfaction and retention whilst identifying any opportunities to offer our products to support customers in achieving their business objectives.

About Commify (t/a Esendex)

We make business communication brilliant! We work with more than 45,000 companies, helping them to transform their mobile communication with their customers and employees. Our success is the result of hundreds of talented people pulling together to achieve a common goal. Join our team and be part of our success story. 

You will thrive in an environment of passion, integrity, ownership and innovation, where development and progression is a real focus. We’d like to think we have everything you’d expect from a benefits package, from 27 days holiday and your birthday off work, to private medical cover, dental cover and bi-monthly social events! On top of this you can expect £350 of Christmas vouchers and added extras like beer o’clock and an amazing Christmas party.

What you’ll be doing

As Customer Success Executive you will be responsible for:

  • Responding to all incoming customer contacts within agreed service levels, across multiple brands
  • Taking ownership and being accountable for the resolution of the queries of customers that you interact with to an agreed point of handover
  • Continually striving for first contact resolution and looking for ways to drive down failure/waste demand
  • Understanding the Customer Success Mission and translating that into your day to day activities
  • Using questioning skills and techniques to understand customers’ needs and offering appropriate solutions
  • Demonstrating our products to our customers to realise the value of those products
  • Working to a set of KPIs and SLAs and understanding what impacts the delivery of these metrics
  • Working to a set of service procedures, policies and standards and calling out where these adversely impact the customer experience
  • Sharing best practice with teammates 
  • Escalating all complaints appropriately
  • Processing leads and opportunities, where identified, to the Sales Teams
  • Identifying customers who wish to leave the business and escalating these appropriately
  • Interacting with other areas of the business to offer the best solution possible to resolve the customer’s query
  • Developing ongoing relationships with colleagues within the business

What we’re looking for

We’re interested in hearing from candidates with experience in the following areas:

  • 5 GCSE’s C grade or above including English, Maths and IT or equivalent
  • Strong experience in either a customer services, sales, or success role
  • Ability to introduce new products in a call
  • Be of high aptitude, keen on detail and proactive
  • Good telephone manner
  • Good people skills with the ability to build up relationships both internally and externally
  • Strong organisational and planning skills
  • Excellent oral and written communication skills 
  • Excellent questioning and listening skills  
  • Team player and the ability to work effectively under pressure 
  • Good knowledge of information technology especially Microsoft Office

It would be great if you also had:

  • Cross-selling and up-selling experience
  • Experience of working within telecoms/technology industries

The next step

To apply please send your CV to recruitment@esendex.com

Diversity

We’re committed to building a team with a variety of backgrounds, views and skills, embracing our key values. The more diverse and inclusive we are, the stronger we are as a team. We encourage applications from all candidates with the relevant skills and experience.

The legal stuff

Esendex is committed to protecting the privacy and security of your information. Personal information submitted as part of the recruitment and selection process will only be used for these purposes. We will retain information for up to 12 months, after which it will be deleted or destroyed. For full information about your rights in relation to your data, please see our full Recruitment Privacy Policy here.