Customer Experience Liaison

3 weeks ago


Liverpool, Liverpool, United Kingdom ERGO Group AG Full time

At ERGO Group AG, we are seeking a highly motivated and well-organised individual to join our team as a Customer Experience Advisor. The successful candidate will be responsible for creating long-term, trusting relationships with our customers and site contacts throughout the lifecycle of a development and providing a seamless customer journey.

Key Responsibilities:

  • Account ownership and end-to-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.
  • Liaise with sales, surveying, and other teams as necessary to develop cross-working relationships and facilitate an excellent experience for the customer.
  • Proactively make frequency-based progress calls and support the team to do this.
  • Act as the lead point of contact for all customer account management matters, remote technical staff, and all internal departments as to the progression of the site development.
  • Provide Extranet support for new customers.
  • Collate daily figures to add to 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 interaction with customers and update account information.
  • Comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
  • Gather completion forecast data to provide to 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 and prior experience is desirable.
  • Confident in escalating and discussing issues with senior colleagues.
  • Ability to follow and champion the ERGO Group AG 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 be flexible in personal approach.
  • Committed to being a strong team player and remaining positive and approachable.
  • Ambitious, willing to go above and beyond, and driven in achieving 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 computerised data management systems is desirable.
  • Experience in outbound telephone calling.
  • Good planning and organisational skills.
  • Demonstrate ability to use own initiative and be flexible in personal approach.


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