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Customer Service Specialist
2 months ago
As a Customer Experience Specialist at ARL Recruitment Ltd, you will play a crucial role in ensuring our drivers receive top-quality service in every interaction. You will 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 exceptional service by taking ownership of work, striving to exceed KPIs and SLAs.
- Engage with customers through professional and empathetic interactions, ensuring every detail is handled with care.
- Be proactive in resolving issues, taking responsibility for every task from start to finish.
- Communicate clearly and accurately, providing comprehensive information in every interaction.
- Show empathy and understanding in every interaction, anticipating the needs of our drivers.
- Handle tough conversations with empathy, turning challenges into opportunities to educate.
- Drive improvement by constantly looking for ways to enhance the service provided, embracing a mindset of continuous improvement.
- Resolve issues efficiently, taking charge of resolving issues at the first point of contact whenever possible.
- Stay informed and up-to-date, taking the initiative to find answers to complex questions.
- Prioritize direct communication, making phone calls the first choice for swift and clear resolutions.
- Maintain accuracy in all internal and external systems, ensuring accuracy in every detail.
- Be flexible and adaptable, tackling bespoke and ad hoc tasks with enthusiasm.
- Collaborate effectively with multiple teams to provide a well-rounded response to complex inquiries.
- Resolve complaints and difficult inquiries with efficiency and professionalism.
- Support the team by assisting in training and development, contributing to the growth of colleagues.
- Relationship building skills, cultivating strong, professional relationships with colleagues and drivers.
- Professionalism, maintaining composure and control in challenging situations.
- Team spirit, thriving as a team player and supporting colleagues.
- Feedback-driven, embracing feedback as a tool for continuous personal and professional growth.
- Attention to detail, ensuring compliance with GDPR and maintaining a high level of accuracy.
- Business savvy, understanding how your role impacts the business and contributing to growth.
- Customer focus, believing in the importance of the Customer Experience and delivering the best possible journey for drivers.
- Innovative thinking, sharing ideas for improvement and helping the company evolve.
- Make a real difference in the lives of drivers every day.
- Work in a fast-paced, supportive environment where contributions are valued.
- Take advantage of opportunities for personal and professional development.
- Thrive in a collaborative culture that supports and encourages each other.
