Customer Experience Specialist

2 weeks ago

Wickford, United Kingdom FirstPort Full time

**Role
- Customer Experience Specialist**

**Company: DJC**

**Location
- Wickford, Essex**

**Role overview**
- A first point of contact for our customers providing them with great communication and rounded information in a helpful, empathic, knowledgeable and courteous experience in line with our organisational values and behaviours.
- Provide professional and efficient customer service to all internal departments and contractors
- Provide first time resolutions and actively promote business service offerings to our customers - being the frontline of our brand.

**Main Responsibilities**
- Handle inbound customer contact in line with department service targets and taking a first contact resolution approach to provide timely answers owning customer queries through to completion wherever possible.
- To ensure written interactions are processed and responses issued in accordance with service level targets and quality standards.
- Closely liaise with, update and support our Property Managers in order to ensure customer and development issues deliver resolutions promptly, with courteous and helpful responses provided to customers and colleagues.
- Closely liaise with Contractors and Suppliers ensuring an open dialogue is maintained, complete information is provided, and all correspondence and queries are responded to appropriately
- To communicate with teams, updating on a regular basis with important information on live events in order to successfully support customer queries
- Raising maintenance orders and liaise with contractors as appropriate in relation to work required on a development including annual contract tendering and resolution of invoice queries
- To ensure internal databases are updated accurately and regularly, to include any relevant documentation to be saved within the appropriate areas
- To manage and document customer requests efficiently for the supply of keys, fobs and permits
- Take credit/debit card payments ensuring all details are correct, secure and handled confidentially, according to company policy
- Ensure all customer information is handled confidentially and in line with GDPR

**Skills and Experience**
- Demonstrable experience of delivering an exceptional customer service.
- Confident, articulate communicator - both orally and in writing; able to build relationships with all types of customer and clients with a resolution focused mentality, creative in your approach.
- Able to work with autonomy and as part of a wider team
- Efficient in maintaining administration and record keeping electronically
- Demonstrable ability dealing with problems and challenges effectively.
- Good knowledge of Health and Safety regulations.
- Ability to work under pressure resilient, able to prioritise and manage time effectively.
- Excellent IT skills, social-media awareness and up to date with new technology.

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

**Salary**: £23,000.00 per year

**Salary**: From £23,000.00 per year

**Benefits**:

- Company pension
- Referral programme
- Store discount
- Wellness programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Wickford: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

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