Customer Experience Advisor

Job Description

Our client is seeking a Customer Experience Advisor.

Job purpose:

To provide best in class customer services to all customers across all channels and all customer types

To handle inbound and outbound customer contacts to an exceptionally high standard

To handle non-contact tasks that arise from customer contact as directed by their Team Manager

To take ownership of customer feedback and see through to resolution or escalate as appropriate

To consistently strive for customer journeys that are as short and as effective as possible

To be a champion for reducing customer effort

To demonstrably contribute to plans for improving First contact Resolution rates

Responsibilities:

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 white mail as directed by their Team Manager. Plus additional channels if they become available

Contribute to the collection of WOCAS data (What Our Customers Are Saying)

Positively participate in the QA framework for Customer Experience

Demonstrably contribute to improving First Contact Resolution (FCR) rates

Be a champion for achieving the targets for CSI, NPS and CES scores

Demonstrably promote the KPI of reduced customer effort at every opportunity

Demonstrably and positively contribute to the wider objectives of business plans

Demonstrably and positively participate in company-wide management projects, initiatives and meetings as directed by your Team Manager

Person Requirements:

Must have a passion for first contact resolution and a constant desire to delight customers

Fantastic verbal and written communication skills

Great at building rapport with everyone you come into contact with

Ideally have some experience of a similar customer facing role

Good administration skills

Experience of working in an environment where being punctual is crucial

Enjoys working in a team and contributing to team targets

Enjoys helping customers make buying decisions

Experience of investigating reasons for not achieving first contact resolution

A person that enjoys getting to problem solving and recommending solutions to prevent those problems occurring again