Customer Experience Specialist

4 weeks ago

Croxley Green, Hertfordshire, United Kingdom ARL Recruitment Ltd Full time

At ARL Recruitment Ltd, we're seeking a skilled Customer Experience Specialist to join our team. As a key member of our team, you'll play a vital role in ensuring our drivers receive exceptional service in every interaction.

About the Role:

This is a unique opportunity to make a real impact in the lives of drivers every day. As a Customer Experience Specialist, you'll be responsible for handling a variety of inquiries, using your expertise, passion, and commitment to put the drivers' experience first.

Key Responsibilities:
  • Deliver Outstanding Service: Take ownership of the work you do, always striving to exceed KPIs and SLAs.
  • Engage with Customers: Manage inbound and outbound interactions with professionalism, ensuring every detail is handled with care.
  • Be Proactive: Take responsibility for every task from start to finish, chasing down responses when necessary.
  • Communicate Clearly: Provide accurate and comprehensive information in every interaction, always with a focus on clarity.
  • Show Empathy: Understand and anticipate the needs of our drivers by putting yourself in their shoes.
  • Handle Tough Conversations: Deliver difficult messages with empathy, turning challenges into opportunities to educate.
  • Drive Improvement: Constantly look for ways to enhance the service you provide, embracing a mindset of continuous improvement.
  • Resolve Issues Efficiently: Take charge of resolving issues at the first point of contact whenever possible.
  • Stay Informed: If you don't know the answer, take the initiative to find out, ensuring you're always equipped to help.
  • Prioritize Direct Communication: Make phone calls your first choice for communication, ensuring swift and clear resolutions.
  • Maintain Accuracy: Keep all internal and external systems updated, ensuring accuracy in every detail.
  • Be Flexible: Tackle bespoke and ad hoc tasks with enthusiasm and adaptability.
  • Collaborate Effectively: Coordinate with multiple teams to provide a well-rounded response to complex inquiries.
  • Resolve Complaints: Show your skill in resolving complaints and difficult inquiries with efficiency and professionalism.
  • Support Your Team: Assist in training and development, contributing to the growth of your colleagues.
What You'll Bring:
  • Relationship Building: Cultivate strong, professional relationships with colleagues and drivers, earning their trust and respect.
  • Professionalism: Be a role model in all your interactions, maintaining composure and control in challenging situations.
  • Team Spirit: Thrive as a team player, always ready to support and collaborate with your colleagues.
  • Feedback-Driven: Embrace feedback, using it as a tool for continuous personal and professional growth.
  • Attention to Detail: Ensure compliance with GDPR and maintain a high level of accuracy in all your work.
  • Business Savvy: Understand how your role impacts the business and contribute to our growth by identifying and directing opportunities to the right teams.
  • Customer Focus: Believe in the importance of the Customer Experience and always work to deliver the best possible journey for our drivers.
  • Innovative Thinking: Share your ideas for improvement, helping us continuously evolve and improve.
Why Join Us?
  • Impactful Work: Be part of a team that makes a real difference in the lives of drivers every day.
  • Dynamic Environment: Work in a fast-paced, supportive environment where your contributions are valued.
  • Growth Opportunities: Take advantage of opportunities for personal and professional development.
  • Collaborative Culture: Thrive in a team that supports and encourages each other.

At ARL Recruitment Ltd, we're committed to delivering exceptional service to our drivers. If you're passionate about delivering outstanding service and eager to make a real impact, we'd love to hear from you. Apply now to join our team as a Customer Experience Specialist and help us deliver the best service in the industry.

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