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Customer Experience Executive

3 months ago

Liverpool, Liverpool, United Kingdom Plus Packaging Full time

Overview


If you are seeking career progression in a rapidly growing family business, this is a great job for you Plus Packaging is a packaging merchant offering a wide range of products to a wide range of customers.

Customer service is central to the company's culture - believing this is what truly sets us apart. This role is fast-paced, action packed and right at the heart of company.

Qualifications Required

  • Educated at a degree level

Key Performance Indicators

  • Average Email Time to Reply under 30 minutes.


 Upselling
  • Taking advantage of customer touch points to increase sales.
  • Average Order Value
  • Working with the customer, sales team and upselling to increase average order.
  • NPS score.

Role Requirements

Communication Skills:

  • Excellent verbal and written communication skills.
  • Ability to convey information clearly and professionally.
  • Active listening skills to understand customer needs and concerns.

Customer Focus:

  • Strong customercentric approach.
  • Ability to empathise with customers and provide a positive experience.
  • Patience and resilience in dealing with challenging situations.

Problem-Solving:

  • Critical thinking and problemsolving skills.
  • Ability to analyse customer issues and provide effective solutions.
  • Resourcefulness in finding information and resolving issues.

Product/Service Knowledge:

  • Indepth knowledge of the company's products or services.
  • Continuous learning to stay updated on product/service changes.
  • Ability to explain product features and benefits to customers.

Time Management:

  • Efficiently handle multiple customer inquiries simultaneously.
  • Prioritise and manage time effectively to meet service level agreements.
  • Work well under pressure and in a fastpaced environment.

Team Collaboration:

  • Ability to work collaboratively with other customer service representatives and departments+.
  • Share insights and best practices to improve overall team performance.

Adaptability:

  • Flexibility to adapt to changes in processes or procedures.
  • Willingness to take on new responsibilities and tasks as needed.
  • Ability to thrive in a dynamic and evolving work environment.

Technology Proficiency:

  • Familiarity with customer service software and tools.
  • Competence in using CRM systems, ticketing platforms, and other relevant technology.
  • Quick learning of new software and technology.

Professionalism:

  • Maintain a positive and professional demeanour.
  • Strong work ethic and commitment to providing excellent service.
  • Adherence to company policies and procedures.

Conflict Resolution:

  • Skill in deescalating conflicts and handling difficult customer interactions.
  • Ability to turn a negative customer experience into a positive one.

Quality Assurance:

  • Attention to detail to ensure accuracy in customer interactions.
  • Commitment to maintaining highquality service standards.
  • Willingness to participate in quality assurance and improvement initiatives.