Customer Survey Representative

4 weeks ago

Birmingham, United Kingdom Elitep Full time

Our client, based in Northfield, are seeking a Customer Survey Representative, who's primary responsibility is to contact existing customers via telephone and conduct brief reviews of their service experiences. As a Customer Survey Representative, your role is crucial in gathering valuable feedback to enhance customer satisfaction and improve service quality.

This is a 6 week temporary position that may be extended. Paying £12 per hour. The hours for the Customer Survey Representative are as follows:
Mon - Thurs - 9am - 5pm

Mon - Friday - 9am - 4pm

**Customer Survey Representative Key Responsibilities**:

- **Conducting Customer Surveys**:Place outbound calls to existing customers to gather feedback on their recent service experiences. Follow a scripted questionnaire while maintaining a conversational tone to ensure a positive interaction.
- **Active Listening**: Listen attentively to customers' responses, demonstrating empathy and understanding while probing for specific details regarding their satisfaction or concerns.
- **Recording Responses**: Accurately record customer responses and feedback in the designated database or CRM system. Ensure all information is documented thoroughly and in a timely manner.
- **Problem Resolution**: Identify and escalate any customer issues or complaints to the appropriate department or supervisor for resolution. Offer assistance or guidance when necessary to address customer concerns effectively.
- **Maintaining Professionalism**:Uphold a professional and courteous demeanour at all times during interactions with customers. Remain patient and composed.
- **Adhering to Guidelines**: Follow established guidelines and procedures for conducting surveys, ensuring compliance with company policies and regulations.
- **Achieving Targets**:Meet or exceed performance targets for survey completion rates, quality scores, and customer satisfaction metrics.
- **Continuous Improvement**: Provide feedback and insights based on customer responses to contribute to the ongoing improvement of products and services. Suggest areas for enhancement or refinement in survey processes.

**Customer Survey Representative Requirements**:

- Excellent Phone Manner
- Customer Service Skills
- Active Listening
- IT Skills
- Attention to Detail
- Time Management
- Resilience
- Team Player

**Customer Survey Representative Education and Experience**:

- Previous experience in customer service, telemarketing, or phone-based surveys preferred.
- Training in customer service techniques or call centre procedures is advantageous.

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