Customer Experience Operator
4 days ago
Job description
**Customer Experience Operator**
**Measured by**
- Number of calls per day
- Customer satisfaction
- Customer resolution
- Average wait time
- Average talk time
- Missed call rate
- Retention %
**Objective of Role**
The role is to support the business in achieving and delivering an excellent customer journey and service. You will be responsible for answering and making calls in order to find a resolution to the customers enquiry.
**Role responsibilities**:
- Answer all inbound calls; providing guidance and resolving issues relating to a customers account or a specific case in order to deliver an excellent customer journey
- Deliver an excellent customer journey and service at all times
- Refer “at risk” accounts to the sales & retention team
- Attend and promote Swift Dental Group events as requested
- Support the field team in delivering the global figure by identifying accounts that require support and referring them to the most appropriate field-based team member
- To support the business initiatives that project the business forward which include however are not limited to projects such as conversions
- To drive new initiatives, products and services to customers to increase sales in all accounts when the opportunity arises
- Prepare credits
- Assist with account and statement queries
- Support customers with enquires and questions via various engagement tools (for example live chat)
- Support events and exhibitions as requested by the business
- Act as an ambassador for Swift Dental Group at all times
**Benefits**:
- On-site parking
Work remotely
- No
- Currently there isn’t many benefits other than free on-site parking, Auto enrolment into the Pension. We have a gym at the Lab which they will have access to and a food truck comes on site.
*
- Working days are Monday - Friday 8.30am to 5.00pm - total 40 hrs per week, 20 days holiday + bank holidays (3 days need to be saved for Christmas closure).
**Job Types**: Full-time, Permanent
**Salary**: £20,000.00 per year
**Salary**: £20,000.00-£20,001.00 per year
Schedule:
- Day shift
Ability to commute/relocate:
- Bolton, BL3 5BG: reliably commute or plan to relocate before starting work (required)
**Education**:
- A-Level or equivalent (preferred)
**Experience**:
- customer service: 2 years (required)
Reference ID: SamS
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