Customer Service Advisor - Leeds, United Kingdom - Success Appointments

Success Appointments
Success Appointments
Verified Company
Leeds, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Job Purpose
This position is responsible for outbound customer contact and issue resolution with an emphasis on customer retention and loyalty. This is a high-volume task driven role.


Key Accountabilities

  • Provide support by out bounding customers to understand and resolve questions and issues prior to the customer highlighting.
  • Investigate diligently any issues raised ensuring excellent service is delivered to retain the customer.
  • Manage own workload, regularly updating where appropriate internal and external customers ensuring a timely resolution.
  • Promote and maintain high standards of communication in line with Omnichannel Customer Support and the brand guidelines for both verbal and written communication.
  • Proactively highlight to your line manager areas where processes, policies and ways of working can be improved to enhance the overall customer experience and drive positive business change.
  • Task orientated work with a requirement to contribute to the overall customer retention mission.
  • Ability to navigate several systems to support in the resolution.
  • Accountable for own metrics including First Contact resolution and Customer Satisfaction, driving more promoters.

How you will do it Knowledge:

The role requires a customer focused mentality ideally with previous experience of working in Customer Service, Contact Centre or Shared Service environment.

You will use your autonomy to make sound decisions, effectively serving the customer through a positiveoutlook and 'win/win' attitude with a contribution to customer retention by c10%.


Communicating and influencing:

This is a role requiring you to build a rapport with key lines of business, challenge and solve difficult situations to ensure the right outcome for the customer.

You will achieve results through being pro-active and forward-thinkingand sharing information back to the business.

Freedom to Think and Act:

This role requires a high degree of autonomous thinking as you help to deliver the retention strategy using your experience and guided by broader principles and guidance from the senior leadership team.


Skillsets required Essential

  • You will have a proven record of delivering excellent customer service and have worked within a larger team environment.

Desirable

  • Retail experience would be advantageous but not essential.
More jobs from Success Appointments
See all jobs of Success Appointments