Account Executive / Appointment Setter

Our client is an established and expanding consultancy firm in MapleCross, Hertfordshire. They are currently seeking a hardworking and dedicated individual to join one of their teams as an Account Executive.

Main Duties/Key Result Areas:

• Provide administrative support for your account managers including, managing diaries, visit reports, maintaining contacts, confirming appointments, desk research, telephone, white mail and
• Ensure effective Demo Management, including bookings, amendments and follow-up calls using the Auto XP logistics system, receiving bookings via telephone, e-mail and the contact management tool
• Provide database management, including updating customer details from direct mail returns and cleansing of all records in the contact management tool at least once a year through either a dedicated cleansing exercise or when prospecting a customer
• Maintain and build strong and professional relationships with Field Sales personnel
• e-mail handling and provision of information to prospects
• Ensure fulfilment of administrative duties such as follow up letters to prospects, mailing of terms
• Provide management of contact strategies with prospects ensuring contact at relevant times
• Occasionally attend client visits with an Account Manager
• Occasionally Motor/Commercial Vehicle Shows/Off site training
• To work as part of a team delivering a first class, professional telephone outbound service to support and delight our client’s customers
• Maintain an excellent knowledge of our client’s portfolio of products in order to understand customer needs
• Take ownership of customers’ concerns and act as a primary contact, providing name and telephone extension to help build confidence
• Act as intermediary between customer and appropriate departments to ensure customer satisfaction
• Actively create trust with the customer, demonstrating an open and honest approach. Ensuring ownership is taken and promises made are delivered against
• Identify opportunities to turn dissatisfied customers into happy customers
• Ensure the accurate and timely capture of business critical data and feedback via systems after each call taken
• Understand business customer satisfaction measures and work to maximise quality of call handling by working on feedback from call observations delivered by manager/coach.
• Understand individual KPI’s. Pro-actively and enthusiastically work towards achieving targets Pro-actively and enthusiastically work towards all objectives set in the personal development plan.
• Actively support at all times, company policy and best practice in the area of security, with particular emphasis on the protection of customer sensitive information and Data Protection Act
• Identify problems and trends and suggests resolutions to higher level personnel
• Provide one call resolution of all customer inquiries and concerns
• Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner

Due to the nature of the role the following skills, knowledge & experience is required, however all applications will be considered:

• Experience of working to targets with a good understanding of back office systems
• Strong communication and customer service skills
• Ability to work independently and as a contributing team member
• Excellent telephone manner
• Strong active listening skills
• Able to ask targeted questions, anticipate needs, and start fresh with every customer
• Ability to multitask
• Computer knowledge of (Excel, Word and Windows) required
• Passionate and committed to the performance of the team
• Deliver outstanding customer experience
• Able to think on feet, to multitask and use own initiative
• Preferred experience working on outbound campaigns
• Keen attention to detail
• High level of accuracy when manipulating data
• Driving Licence desirable (but not essential)

In return an excellent salary, 20K (plus performance related bonus) is on offer with this role. Please contact us ASAP to find out more as this is an urgent vacancy.

Due to the high volume of applicants applying for all roles, we can only reply to candidates with the most relevant skills and experience. If you have not heard back from us within 48 hours of your application please assume that you have been unsuccessful on this occasion.