Customer Experience Advisor

1 week ago


Warrington, Warrington, United Kingdom The Recruitment Co Full time

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Advisor. As a key member of our inbound customer service department, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities:

  • Customer Service: Provide timely and effective responses to customer inquiries, resolving issues and concerns in a professional and courteous manner.
  • Process Improvement: Identify and implement process improvements to enhance customer satisfaction and operational performance.
  • Collaboration: Work closely with operations employees to ensure work activities are resolved to the satisfaction of the customer.
  • Record Keeping: Accurately record and process customer enquiries, maintaining accurate and up-to-date records.
  • Problem Solving: Diagnose customer issues through detailed questioning and active listening, investigating and interpreting data to resolve issues.
  • Expectation Management: Manage customer expectations, setting and agreeing timescales for actions to be performed.
  • Product Promotion: Promote products in line with marketing input, ensuring customers are aware of available options.
  • Outbound Calls: Conduct outbound calls following events and system unavailability, ensuring customers are informed and supported.
  • Performance Review: Review own performance statistics, taking responsibility for personal development and continuous improvement.
  • Written Communication: Respond to and resolve written customer contacts, maintaining effective communication channels.

Requirements:

  • Customer Focus: A passion for delivering exceptional customer service and a commitment to customer satisfaction.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner.
  • Problem Solving: Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
  • Teamwork: Ability to work collaboratively with colleagues to achieve shared goals and objectives.
  • Adaptability: Flexibility and adaptability, with the ability to adjust to changing priorities and deadlines.


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