Customer Experience Representative

Reference Number: J11412
Salary: £22,000 - £23,000
Location: Bourne End
Contract Type: Permanent

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CUSTOMER EXPERIENCE REPRESENTATIVE

PURPOSE SUMMARY:

We are recruiting for an individual to provide excellent, professional, positive and consistent customer support, ensuring that all incoming technical queries are recorded and passed on to the relevant teams through the use of effective questioning.

PRINCIPAL RESPONSIBILITIES:

  • Deal with all incoming customer support queries, logging and responding to queries and, when not able to resolve, ensuring effective progression to first/second line support
  • Provide initial responses to customers within agreed response times and assist with queries in a professional and courteous manner, building positive relationships, investigating, responding and progressing issues and queries to a successful conclusion at the earliest time
  • Work with first/second line support consultants to ensure that all customer feedback is acknowledged, owned, actioned and followed up
  • Ensure that interactions with customers are continuously improved and delivered in a consistent and positive manner
  • Contact customers to measure customer satisfaction
  • Monitor customer usage, call queues and response times
  • Ensure that accurate customer records are maintained and updated within the support system
  • Provide customer experience reports to as required

COMPETENCIES:

  • You’ll be inspired by delivering excellent customer service
  • You’ll be articulate, with an excellent telephone manner and communication skills, able to listen and provide answers
  • Exceptional attention to detail
  • A can-do attitude and willingness to learn about products and technology quickly
  • Good problem solving skills
  • Willingness to continuously develop own knowledge and skills and share knowledge with colleagues for the benefit of customers and the organisation
  • Determined to achieve amazing results and make an impact, delivering to high standards and delighting customers

SKILLS, EXPERIENCE AND QUALIFICATIONS:

  • Previous experience of providing customer support
  • Previous relevant experience working in a similar customer service role
  • A good knowledge of MS Office applications
  • Understanding and operating within service level agreements, targets and meeting KPI’s
  • Degree level or equivalent education preferred

We regret that due to the high volume of applications we are unable to reply to everyone. If your application is successful we will contact you within 5 working days. If unfortunately you do not hear from us please feel free to apply for future roles.

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To find out more about this vacancy please call 01628 627 222