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Customer Experience Specialist

1 month ago

Liverpool, Liverpool, United Kingdom ERGO Group AG Full time

Job Title: Customer Experience Specialist

Company: ERGO Group AG

Location: Remote

Job Type: Full-time

Job Description:

We are seeking a highly motivated and organized Customer Experience Specialist to join our team. As a Customer Experience Specialist, you will be responsible for creating long-term, trusting relationships with our customers and site contacts throughout the lifecycle of a development and provide a seamless customer journey.

Key Responsibilities:

  • Account ownership and end management of the customer journey and experience.
  • Deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
  • Work to internal personal and team Key Performance Indicators.
  • Frequently liaise with sales, surveying and other teams as necessary to develop cross working relationships and facilitate an excellent experience for the customer.
  • Take responsibility for actions and own issues.
  • Proactively make frequency based progress calls and support the team.
  • Serve as the lead point of contact for all customer account management matters, remote technical staff and all internal departments regarding site development progression.
  • Provide Extranet support for new customers.
  • Build and maintain strong, long-lasting client relationships.
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
  • Identify contentious/litigious issues to the Head of Segment at the earliest opportunity.
  • Collate daily figures for the CSU End of Night report.
  • Ensure Crisp contains correct information provided by the risk management teams, including names, email information, and contact information.
  • Accurately record and log interactions with customers and update account information.
  • Undertake any other duties and administrative work as reasonably required.
  • Review own job description annually, updating as necessary in conjunction with HR.
  • Comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
  • Index documents to internal folders received from customers, surveyors, and any third party.
  • Chase customers/surveyors for outstanding documentation.
  • Conduct file reviews on plots reaching completion.
  • Deal with customer queries from both internal and external customers (surveyors and site-based queries).
  • Gather completion forecast data for senior staff within Key Nationals.
  • Support additional technical staff such as Design Surveyors and Engineers.

Requirements:

  • Highly motivated and well-organised, displaying a positive mindset and high energy.
  • Excellent knowledge of Customer Service; prior experience is desirable.
  • Confident in escalating and discussing issues with senior colleagues.
  • Ability to follow and champion the MDIS culture and values.
  • High level of interpersonal skills, with the ability to build relationships and remain open and honest.
  • Demonstrable ability to use own initiative, with confidence to put forward new ideas and flexibility in personal approach.
  • Committed to being a strong team player and remaining positive and approachable.
  • Ambitious, willing to go above and beyond, and driven to achieve company goals and personal objectives.
  • Competent in Microsoft Office, namely Word, Excel, and Outlook.
  • Experience managing multiple customers using various methods of communication.
  • Experience in using a computerised data management system is desirable.
  • Experience in outbound telephone calling.
  • Good planning and organisational skills.
  • Demonstrate ability to use own initiative and flexibility in personal approach.