Customer Engagement Advisor

Our lovely Client based in Aztec West is currently recruiting for a Customer Engagement Officer for a 12 month maternity cover contract.

Purpose:

To provide a superior customer experience through a compelling range of solutions and services, delivered by a passionate and diverse team of experts

Key Result Areas :

• To ensure inbound calls are answered promptly and professionally
• Take control and guide the customer through the order process to ensure accurate order placement and to ensure requests are met with customer satisfaction
• Manage out of stock situations by offering alternative products
• Offer solutions to customers based on product / application enquiries
• Manage inbound enquiries using appropriate questioning
• Work is carried out in line with company process and procedures

Experience & Qualifications:

• 2 years experience of working in a customer service environment
• Educated to GCSE or equivalent, holding 4 x qualifications including English & Maths at Level 4
• Working knowledge of Microsoft outlook tools, messenger services & social media
• Back Orders contacted and reviewed on a weekly basis showing relevant system update

Competencies:

• Problem solving: Develops intelligent, logical and creative solutions when analysing and solving problems
• Team oriented: Works with all cross functional teams to ensure customer satisfaction is the goal and best practise is achieved
• Open communicator: Consistently communicates with candid honesty and clarity demonstrating both keen listening as well as commitment to ensure that the audience understands the message; is comfortable speaking up about difficult issues

• Product Knowledge : Demonstrate high level of product knowledge driven by application understanding, with continued improvement in product understanding
• Customer Driven Focus : Strive to deliver a win win solution to the customer at all times
• Best Practise Focus : Continually question and offer suggestions to ensure the company process and procedures are working in the best way
• Professional Sales Skills : Ability to sell using probing open questions, and listening skills to ensure effective solution finding process