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Customer Care Advisor

1 month ago

Manchester, United Kingdom Amplifon Group Full time

**What you will be doing**You 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 self-motivation.
- 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.

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