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Customer Experience Coordinator

2 months ago

Alton, Hampshire, United Kingdom Biffa Full time

About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Account Coordinator. As a key member of our customer service team, you will be responsible for delivering exceptional customer service and query resolution for our customers.

Key Responsibilities

  • Respond to customer inquiries and resolve issues in a timely and professional manner.
  • Listen to and understand customer needs, taking ownership of customer enquiries and responding to escalated customer issues or complaints.
  • Engage with vendors to resolve customer queries and complaints related to vendor services.
  • Administer customer accounts, including data cleansing, setting up temporary accounts, collating reports, making bookings for additional services and dealing with invoice queries.
  • Communicate with our depot network to resolve customer queries.
  • Meet established goals for all metrics, including call and case quality, productivity and call handling KPIs, to enable us to provide the best customer experience.
  • Complete proactive outbound calls to advise customers on changes to services or relaying other key information.

Requirements

  • Excellent communication and interpersonal skills.
  • Ability to work well alone and as part of a team.
  • Motivated and willing to take initiative.
  • Calm under pressure and able to multitask.
  • Excellent attention to detail.
  • Aptitude to work without supervision.

Benefits

  • Competitive salary and benefits package.
  • Opportunities for career development and progression.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.