Driver Excellence Advisor
Are you passionate about delivering exceptional service and eager to make a real impact? Join our clients team as a Customer Experience Specialist, where you'll be at the heart of our mission to support and delight our drivers!
**About the Role:
As a Customer Experience Specialist, you'll play a crucial role in ensuring our drivers receive top-quality service in every interaction. You'll handle a variety of inquiries that don't fall within our specialist teams' typical scope, using your expertise, passion, and commitment to put the drivers experience first. This is your chance to make a difference by going above and beyond to support our drivers, ensuring every experience is seamless, positive, and memorable.
**What You'll Do:
- Deliver Outstanding Service: Take ownership of the work you do, always striving to exceed KPIs and SLAs.
- Engage with Customers: Manage inbound and outbound interactions with professionalism, ensuring every detail is handled with care.
- Be Proactive: Take responsibility for every task from start to finish, chasing down responses when necessary.
- Communicate Clearly: Provide accurate and comprehensive information in every interaction, always with a focus on clarity.
- Show Empathy: Understand and anticipate the needs of our drivers by putting yourself in their shoes.
- Handle Tough Conversations: Deliver difficult messages with empathy, turning challenges into opportunities to educate.
- Drive Improvement: Constantly look for ways to enhance the service you provide, embracing a mindset of continuous improvement.
- Resolve Issues Efficiently: Take charge of resolving issues at the first point of contact whenever possible.
- Stay Informed: If you dont know the answer, take the initiative to find out, ensuring youre always equipped to help.
- Prioritize Direct Communication: Make phone calls your first choice for communication, ensuring swift and clear resolutions.
- Maintain Accuracy: Keep all internal and external systems updated, ensuring accuracy in every detail.
- Be Flexible: Tackle bespoke and ad hoc tasks with enthusiasm and adaptability.
- Collaborate Effectively: Coordinate with multiple teams to provide a well-rounded response to complex inquiries.
- Resolve Complaints: Show your skill in resolving complaints and difficult inquiries with efficiency and professionalism.
- Support Your Team: Assist in training and development, contributing to the growth of your colleagues.
**What You'll Bring:
- Relationship Building: Cultivate strong, professional relationships with colleagues and drivers, earning their trust and respect.
- Professionalism: Be a role model in all your interactions, maintaining composure and control in challenging situations.
- Team Spirit: Thrive as a team player, always ready to support and collaborate with your colleagues.
- Feedback-Driven: Embrace feedback, using it as a tool for continuous personal and professional growth.
- Attention to Detail: Ensure compliance with GDPR and maintain a high level of accuracy in all your work.
- Business Savvy: Understand how your role impacts the business and contribute to our growth by identifying and directing opportunities to the right teams.
- Customer Focus: Believe in the importance of the Customer Experience and always work to deliver the best possible journey for our drivers.
- Innovative Thinking: Share your ideas for improvement, helping us continuously evolve and improve.
**Why Join Us?
- Impactful Work: Be part of a team that makes a real difference in the lives of drivers every day.
- Dynamic Environment: Work in a fast-paced, supportive environment where your contributions are valued.
- Growth Opportunities: Take advantage of opportunities for personal and professional development.
- Collaborative Culture: Thrive in a team that supports and encourages each other.
If you're driven by passion, committed to excellence, and ready to make a meaningful impact, wed love to hear from you! Apply now to join our clients team as a Customer Experience Specialist and help them deliver the best service in the industry.