Customer Experience Specialist

3 weeks ago

Croxley Green, United Kingdom ARL Recruitment Ltd Full time

At ARL Recruitment Ltd, we're seeking a Customer Experience Specialist to play a crucial role in ensuring our drivers receive top-quality service in every interaction.

About the Role:

This is a unique opportunity to make a real difference in the lives of drivers every day. As a Customer Experience Specialist, you'll handle a variety of inquiries that don't fall within our specialist teams' typical scope, 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.

If you're passionate about delivering exceptional 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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