Customer Experience Advisor

Working in a contact centre environment within a great supportive team, you will be delivering an excellent world class service to our clients & customers making sure all queries and correspondence is dealt with the best level customer service that the brand would expect. You will be used to handling large volumes of queries (up to 100 per day during peak times) with the ability to complete reports with Excel use and maintaining relationships.

Duties

• Taking calls & answering emails from our Trade, Retail and B2B customers in relation to in and out of warranty claims, presale information or any other queries, provide a resolution or escalating to the appropriate team
• 1st responder for technical queries, via email and telephone calls
• Resolving any query that the customer may have where it be a service request, part & product availability, or safety information, applying technical and logical problem-solving skills to reduce cost of service
• Liaise with Sales Managers, Engineers, Logistics and the wider Commercial Team to obtain a satisfactory outcome for both the customer and the business
• Build meaningful relationships with our B2B customers so they have a point of contact in the team and continue to promote products & services to increase profit
• Highlight any potential issues to the B2B Team Leader to avoid any impact to SLA and department KPI or cost of service
• Updating the B2B contacts record on a regular basis ensuring that all completed correspondence is recorded accurately
• Attend customer site meetings as and when required

Skills and knowledge

• Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
• Specialises in assisting customers, mainly through diagnosing and solving issues using their product and service expertise
• Ability to maintain customer focus whilst troubleshooting and solving technical issues
• Technically minded and pro-active in approach
• Ability to work well under pressure
• Excellent written and verbal skills

Working Hours

Monday to Friday - Office Hours

GBP23.5K plus benefits

12-month maternity cover contract