Customer Experience Advisor

Carbon60 are currently recruiting for Customer Experience Advisors to join a fantastic company in Cannock!

The Customer Experience Advisor must ensure 100% customer satisfaction with regards to calls, cases, service and invoice queries, as well as the handling of service failures consistent with the company performance standards.

You will be providing a professional and timely response to all customer enquiries ensuring an efficient, effective and recorded log of communication history and resolutions.

HOURS :

8:30-17:00

Throughout the first phase of training, working hours will be 8.30am-5pm.

PAY : £10.94

START : 25^th September 2023 - 12 Week Temp to Perm

Responsibilities :

• Communication via our omni-channel platforms with full adherence to set SLA's and department processes and procedures.
• Being the initial point of contact for all customer contacts to provide a resolution in line with the agreed KPI
• Build strong relationships with internal and external customers across all business lines and functions.
• Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI and are handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
• Commit to completing all training in line with set criteria and deadlines.
• Provide information on proof of collections, assist on invoice enquiries and any other general enquiries
• Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires
• Conducting customer reviews for feedback to ensure satisfaction with service
• Complete administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties
• Sales team support: logging and assigning leads to the Telesales Department,, contract checks, validating information, assisting with pre-qualification questionnaires
• Supporting the annual Duty of Care compliance programme
• Adhere to all applicable call flow processes and Quality Assurance requirements
• Adhere to all processes and procedures as set out
• Supporting other teams within the department according to the needs of the business. CUSTOMERS
• Responsible for 100% internal and external customer satisfaction
• Interact effectively with other members of the customer experience, operations and sales teams
• The Customer Experience Apprentice Advisor is responsible for achieving the KPIs and Objectives:

All phone calls and live chats are answered in 60 seconds or less.

Skills :

Essential:

• A commitment to providing a great customer experience
• Excellent written & verbal communication
• GCSE (or equivalent) in Maths & English pass
• A commitment to providing a great customer experience
• Excellent written & verbal communication
• Strong interpersonal skills
• Focused and self-motivated
• Patient and able to effectively handle conflict and provide empathy

Desirable:

• GCSE (or equivalent) in Maths & English pass
• A commitment to providing a great customer experience
• Excellent written & verbal communication
• Strong interpersonal skills
• Focused and self-motivated
• Patient and able to effectively handle conflict and provide empathy
• Ability to multitask
• Computer literacy
• Working knowledge of Google Office Applications (Sheets/Docs)

Please email your CV or call the office to find out more and apply!

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.