Are you passionate about the experience customers receive? This role is part of our growing customer experience team and based from our office in Garforth. You will be part of a innovative company, with an amazing office culture. regular team events and flexi hours.
As a Customer Experience Specialist, you will play a crucial role in ensuring we provide our customers with excellent levels of customer service and maintaining our high company standards.
What does the role entail?
- You will report to the Customer Experience Manager
- Act as the central liaising point of contact for customer feedback &complaints, ensuring the internal team and customer are communicating and information is transparent and up to date.
- Oversee the handling of complaints from start to finish to ensure company processes are followed at all times, records remain up to date, and targets are met.
- Liaise with, and reach out to, dissatisfied customer to address their concerns, gather valuable feedback, and work within guidelines and with relevant members of staff to come to a resolution.
- Work closely with different members of staff, including managers, to find diplomatic and customer focused solutions to different situations that will help maintain high levels of customer satisfaction.
- Log and record various Customer Service metrics to assist the Customer Experience Manager in ensuring company service level agreements are met and to help identify trends, potential client pain points, and areas for improvement across the business.
This role will play a key part in ensuring we maintain and improve our customer satisfaction levels, and will require someone with excellent communication skills who is able to approach situations empathetically and find solutions to problems that take into consideration different perspectives.
Skills and Experience:
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- Experience working in a customer service focused role (2 years)
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Exceptional communication and interpersonal skills both written and verbal.
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Excellent telephone manner.
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Ability to adapt to different situations quickly and solve problems in a fast-paced
environment.
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Confident using various technologies and CRM systems.
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Exceptional organizational and time management skills.
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Customer-centric mindset with a passion for delivering exceptional customer
experiences and driving customer success.
Hours will be 08:00 - 18:00 with flexi hours
Benefits:
25 days holiday (increases with service)
Life assurance
Pension
Perks platform
Access to SmartHealth
Free on-site parking