Customer Experience Specialist
1 month ago
As a key member of our team, you will play a vital role in ensuring our customers receive exceptional service and support. Your primary responsibility will be to develop and maintain positive relationships with our customers, acting as a point of contact and resolution for their enquiries and concerns.
Key Responsibilities
- To be the first point of contact for our customers, remaining professional and empathetic at all times.
- To deal with all daily enquiries and/or concerns generated by customers & shops through phone contact or Email.
- To build rapport with our customers, identifying their needs and engaging with them in a way that fosters trust and loyalty.
- To provide a professional and timely response/resolve to customer concerns and enquiries.
- To ensure calls are answered within the agreed SLA's.
- To actively seek to respond/resolve all enquiries & concerns within the set SLA's.
- To ensure that all customer contact is logged, as appropriate on the system.
- To liaise with key Support Centre teams, suppliers and legal sources to further investigations if necessary to resolve a concern or claim.
- To ensure customer contact, if escalated is directed to the correct Customer Support Team Manager and/or department in line with the escalation policy.
- To actively use customer concerns to convert customers to promoters and use every opportunity to 'rescue' sales where necessary.
- To primarily support the Cycle2work operations Team Manager but also undertake such other duties appropriate to the post that may be required.
Person Specification
- Excellent Customer and communication skills, both written and verbal.
- To be able to demonstrate experience of dealing with difficult individuals whilst remaining professional, tactful and calm at all times.
- Able to work effectively as part of a team.
- Able to work under own initiative.
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