Customer Experience Executive

3 days ago

Liverpool, United Kingdom Plus Packaging Full time

**Overview**

If you are seeking career progression in a rapidly growing family business, this is a great job for you Plus Packaging is a packaging merchant offering a wide range of products to a wide range of customers. Customer service is central to the company's culture - believing this is what truly sets us apart. This role is fast-paced, action packed and right at the heart of company.

**Qualifications Required**
- Educated at a degree level

**Key Performance Indicators**
- Average E-mail Time to Reply under 30 minutes.
- Upselling - Taking advantage of customer touch points to increase sales.
- Average Order Value
- Working with the customer, sales team and upselling to increase average order.
- NPS score.

**Role Requirements**

**Communication Skills**:
- Excellent verbal and written communication skills.
- Ability to convey information clearly and professionally.
- Active listening skills to understand customer needs and concerns.

**Customer Focus**:
- Strong customer-centric approach.
- Ability to empathise with customers and provide a positive experience.
- Patience and resilience in dealing with challenging situations.

**Problem-Solving**:
- Critical thinking and problem-solving skills.
- Ability to analyse customer issues and provide effective solutions.
- Resourcefulness in finding information and resolving issues.

**Product/Service Knowledge**:
- In-depth knowledge of the company's products or services.
- Continuous learning to stay updated on product/service changes.
- Ability to explain product features and benefits to customers.

**Time Management**:
- Efficiently handle multiple customer inquiries simultaneously.
- Prioritise and manage time effectively to meet service level agreements.
- Work well under pressure and in a fast-paced environment.

**Team Collaboration**:
- Ability to work collaboratively with other customer service representatives and departments+.
- Share insights and best practices to improve overall team performance.

**Adaptability**:
- Flexibility to adapt to changes in processes or procedures.
- Willingness to take on new responsibilities and tasks as needed.
- Ability to thrive in a dynamic and evolving work environment.

**Technology Proficiency**:
- Familiarity with customer service software and tools.
- Competence in using CRM systems, ticketing platforms, and other relevant technology.
- Quick learning of new software and technology.

**Professionalism**:
- Maintain a positive and professional demeanour.
- Strong work ethic and commitment to providing excellent service.
- Adherence to company policies and procedures.

**Conflict Resolution**:
- Skill in de-escalating conflicts and handling difficult customer interactions.
- Ability to turn a negative customer experience into a positive one.

**Quality Assurance**:
- Attention to detail to ensure accuracy in customer interactions.
- Commitment to maintaining high-quality service standards.
- Willingness to participate in quality assurance and improvement initiatives.

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