Customer Experience Specialist
12 hours ago
Are you a customer-focused individual with excellent communication skills? Do you thrive in a fast-paced environment and have a positive attitude towards driving success?
This is an exciting opportunity to join The Portfolio Group as a Complaints & Resolution Specialist. As a key member of our team, you will be responsible for promoting and managing our client's reputation by driving positive reviews and feedback from their clients and employees.
Key Responsibilities:
- Ownership of and primary contact for customer feedback, including responding to reviews, feedback, and complaints.
- Proactively log, manage, and respond to customer complaints in a timely manner in line with our complaint's procedure.
- Provide a high-quality customer-focused approach and collaborate with others to enhance our reputation.
- Escalate negative reviews and feedback through the correct channels and assist customers with inquiries or concerns to help resolve any issues.
- Monitor customer and staff reviews to oversee online reputation and engagement, and complete mystery shops across our services to review service delivery.
- Provide monthly reporting of online activity, service delivery, and reputation, including analysis and proactive actions taken.
Requirements:
- Experience of dealing with online reputation management and complaints.
- A positive attitude, a thirst for knowledge, and the ability to communicate knowledge effectively within the business.
- Ability to work in a fast-paced environment and thrive on communicating and driving success.
- Strong organisational and time management skills, as well as a dynamic and flexible approach.
About The Portfolio Group:
We are a dynamic and forward-thinking company that values our employees and strives to provide an excellent service to our clients. If you are a motivated and customer-focused individual who is passionate about delivering exceptional results, we would love to hear from you.
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