Customer Experience Specialist - London, United Kingdom - Leyland SDM

Leyland SDM
Leyland SDM
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

What is the role about?


The role of the Customer Experience Specialist is to provide excellent front line customer service to all Leyland SDM customers as well as potential customers whilst focusing on positive outputs.

Enhancing the reputation of Leyland SDM and building long term relationships with its customers.


What will you be doing?

  • Logging, tracking and resolution of all customer requests
  • Maintaining a database of customer information
  • Checking product or service availability
  • Passing feedback from customers to relevant teams/departments to improve organisations offerings
  • Promptly attend to customer requests/issues to achieve KPIs whilst meeting customer expectations
  • Delivering excellent customer service whilst offering advice in a professional manner
  • Responsible for updating relevant trackers, records of calls, daily tasks etc
  • Raising of unresolved issues, tickets may need a next level of resolution
  • Prioritising all tasks effectively as well as completing them on time
  • Provide customers with quotes when requested
  • Manage social all media accounts as well as reply to customers accordingly

What Skills & Experience will you need to have?

  • Effective problemsolving & decisionmaking skills
  • Organised, detail orientated & patient
  • HubSpot experience desirable
  • Relationship building skills
  • Strong knowledge of customer service processes including handling complaints, requests, and product queries
  • Strong communication & listening skills
  • Strong time prioritisation skills
  • Intermediate level on Microsoft Excel
  • Ability to think outside the box & offer innovative ideas to the team/business

How will your role be measured?

  • First time resolution of queries
  • Relationships built with customers
  • Timeframe in which queries are being resolved
  • Necessary data gathered clear and concise
  • Maintaining of company standards
  • Team player
  • Innovation of ideas for team/business
  • Meet or exceed attendance minimums
  • Zero justified complaints
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