Customer Experience Advisor

2 weeks ago

Pembroke Dock, United Kingdom Genpower Ltd Full time

**Role Title**: Customer Experience Advisor

**Reports to**: Ecommerce Manager

**Responsibility for**: Sales & customer service support

**Location**: Pembroke Dock / Hybrid Role

**About us**:
Genpower Ltd is the exclusive distributor of Hyundai Power Products for the UK and Ireland, supported by a team of over 120 colleagues. Our portfolio of brands also includes P1 Power Equipment, Evopower, Gardentek & Be Pressure & JCB.

As Customer Experience Advisor you will be responsible for driving online sales and customer service across our ecommerce channels (e.g. eBay, Amazon, Mano Mano etc). You will be working in a fast-paced environment supporting the day to day running of our online marketing channels. You will be customer-focused with a strong eye for detail, tenacity, and drive to deliver outstanding results. Equally, you will understand the need to be involved in the day to day business needs; nothing is out of scope.

**Main Duties**:

- Ensuring all enquiries and cases are dealt with in a timely manner to maintain good account health and seller rating whilst delivering high standards of service to our customers.
- Raising cases using our internal CRM system.
- Monitoring and analysing sales, sharing best practices with the wider team to increase revenue.
- Converting calls over the phone via excellent product knowledge (training given).
- Generating sales leads.
- Using FAQs, self-help guides and other resources to assist customers.
- Building and developing technical knowledge of our range to ensure best equipped to advise our customers.
- Working in line with warranty terms & conditions, data protection, GDPR etc.
- Working with our parts, workshop and ecommerce teams to ensure queries are resolved efficiently and effectively.
- Full 360 degree case management and resolution for our customers, monitoring progress throughout and providing updates as necessary.
- General administrative support to the department as required.
- During busy periods, you may be required to work flexibly in a customer service role to support other departments as needed.
- Working to achieve all departmental KPIs including SLAs, quality of call, quality of customer service, efficiency targets etc.

**What are the benefits?**
- Competitive salary.
- Hybrid Working Scheme
- Private AXA Health Cover.
- Perkbox
- 20 days annual leave plus 8 bank holidays.
- Increasing holiday allowance with service.
- Career development opportunities

**To apply, please send CV and cover letter outlining your suitability.**

**Job Types**: Full-time, Permanent

Pay: £25,282.40 per year

**Benefits**:

- Additional leave
- Employee discount
- On-site parking
- Private medical insurance

Schedule:

- Monday to Friday

Work Location: In person

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