Customer Experience Advisor - Leicester, United Kingdom - Exertis

Exertis

Verified Company

Leicester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company:
Flogas Britain
Req ID:6649
Salary:DOE
Location:GB, LE7 1PF
Contract Type:Permanent
Date Posted:21 Nov 2023
Description:

Job Purpose-
Accountabilities
To work towards annual objectives, for KPI's to include talk time, wrap time, call answer rate and Quality monitoring
To receive incoming general customer enquiries and orders
Deal with customer pricing and account issues to achieve commercial benefit for the company and complete customer satisfaction
Own and resolve complex customer queries accurately and efficiently across multiple services
To actively make outbound telephone calls to existing/lost customers, for none taken, asset retrieval and overdue debt collection for Domestic Customers.
Calculating and discussing the benefits of Direct Debit use for domestic customers and verbal set up of this facility with associated administration
Direct Debit payment reviews
Referral to the credit control department for aged debt management
Update appropriate systems (e.g. CODAS) to capture relevant information and maintaining accurate records
Contribute to specific projects and initiatives to improve systems or processes that will help deliver a better customer experience

Job Holder Requirements

Key Competencies
Excellent communication skills both verbal and written
A responsible attitude and leads by example
Ability to work effectively within a team
Is customerfocused, wants to please customers, above and beyond the call of duty
A positive outlook with the ability to motivate others.
Good 'people skills' for building relationships with colleagues at all levels
The ability to plan and prioritise your own work
Ability to multitask
Excellent time management
Integrity and trustworthy when dealing with customers and colleagues
Has empathy for the customer's situation
Able to negotiate and use influencing skills in difficult situations
Excellent questioning skills
Takes ownership for resolving issues and seeks assistance when needed
Works accurately with attention to detail
Works in the best interest of both customer and company
Flexible approach to working overtime as required

Person Specification- Ability to manage difficult conversations

Can be empathetic whilst also maintaining the company processes
Resilient
Experience in a high pressure customerfacing environment
Experience of working in a call centre environment, receiving a high volume of calls
PC literate in MS Office and familiar with customer management systems (e.g. CODAS) and able to use Excel and Word