Customer Experience Advisor

Job Description

Duties include:
· Demonstrably contribute to maintaining a high, industry standard, contact centre environment that achieves the best possible results in performance
· Handle all contacts across voice, email, web chat, SMS, social media and mail as directed by their Team Manager
· Contribute to the collection of data
· Positively participate in the QA framework for Customer Experience
· Demonstrably contribute to improving First Contact Resolution (FCR) rates
· Demonstrably promote the KPI of ‘reduced customer effort’ at every opportunity
· Demonstrably and positively contribute to the wider objectives of the business plans
· Demonstrably and positively participate in company-wide management projects, initiatives and meetings as directed by the Team Manager

Skills and experience required:
· Must have a passion for first contact resolution
· Excellent verbal and written communication skills
· Great at building rapport with everyone they come into contact with
· Experience of a similar customer facing role to a high standard
· Good administration skills
· Experience of working in an environment where being punctual is crucial
· Relishes working in a team and contributing to team targets
· Experience of investigating reasons for not achieving first contact resolution
· A person that relishes getting to the bottom of a problem and recommending solutions to prevent those problems occurring again