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Customer Care Advisor

3 months ago

Manchester, United Kingdom Amplifon Group Full time

What you will be doingYou will be working in our UK Head Office communicating with customers and internal stakeholders to resolve a multitude of queries.
Key responsibility

  • Undertake Customer Care Team operations and ensure effective management of:
  • Refund process.
  • Customer Complaint Resolution.
  • Customer Review platforms and webmail.
  • Voucher management referrals.
  • Customer call handling.
  • Manage the Service Now tickets responses and ensure we have capacity to meet the demand.
  • Work with a variety of stakeholders to directly resolve the most complex complaints with customers.
  • Identify any opportunities to drive an improve customer experience.
  • Provide suggestions and actions to improve service to the Customer Care Team Leader, the Call Centre Manager and the wider Back Office Team.
  • Ensure clear and decisive communication channels between stores and customer care team.
  • Be resolution focused and drive exceptional customer experience.
  • Monitor the Amplifon APP helpline and ensure first line enquiries are handled.
  • Provide front office system support to clinics.
  • Ensure the process are followed correctly and in a timely manner for
  • RBL customers
  • Newspaper coupons
  • Train companies

Skills

  • 2+ experience in customer care.
  • Knowledge of MS Word, Excel, PowerPoint.
  • Strong organisational skills.
  • Resolution focus on service delivery / exceptional customer service.
  • Great communication skills both written and verbal.
Taking ownership of queries and complaints, seeing them through to resolution.
Behavioural Qualities

  • Ability to influence and build relationship with different stakeholders.
  • High sense of initiative and selfmotivation.
  • Focus on continuous quality improvement.
  • Ability to work under pressure.
  • Quick thinking and adaptable.
Proven ability to meet deadlines - with willingness to go above and beyond.