Client Support Specialist
5 days ago
About Us
Stanmore Quality Surfacing Ltd (SQS Ltd) is a family-owned business that has evolved into a leading provider of reinstatement, surfacing, and engineering solutions in the UK.
Job Overview
We are seeking a highly skilled Customer Care Advisor to join our Customer Care Team to support our Gas Contract.
Key Responsibilities
- Act as the primary point of contact for customer inquiries, issues, and commendations.
- Respond to and resolve customer issues efficiently, adhering to our 2-hour/24-hour response policy.
- Ensure the Customer Care tab is up-to-date in our internal system.
- Acknowledge and share customer commendations internally and externally.
- Maintain strong relationships with clients through regular communication and meetings.
- Provide daily and monthly customer performance reports to clients, including appointment schedules.
- Monitor and manage calling card delivery compliance as required.
- Develop and share contract-specific customer contact analysis and lessons learned reports on a weekly basis.
- Attend or participate in internal meetings to share lessons learned reports and drive customer performance.
- Initiate and complete personal goals as needed, ensuring the goal database is updated.
- Review and edit customer service training and presentations as necessary.
- Attend client customer service training sessions to align with our own training and share best practices across the company.
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