Customer Experience Advisor - Coventry, United Kingdom - CONTECHS

    CONTECHS
    CONTECHS Coventry, United Kingdom

    2 weeks ago

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    Description

    Job Description

    Order Ref: 39151

    Position Title: Customer Experience Advisor

    Duration: 8 Month Rolling Contract

    Location: Whitley

    Division: Sales & Marketing

    Position Description:

    • As a Customer Experience Advisor, you will be a knowledgeable expert in our brands in order to achieve a right first time response and the highest level of customer service.
    • You will be responding to customer's enquiries and complaints on our exciting vehicle line up and products.
    • You will also be introducing customers to the Retailer network and will be supporting them to deliver an exceptional customer experience.
    • You will also be part of a large team, working in a fast paced and energetic environment, whilst managing inbound and proactive contacts to and from customers, Retailers and third parties on a daily basis.

    Skills Required:

    • Customer Service
    • Computer-Literate
    • Timekeeping

    Skills Preferred:

    • You'll also be responsible for: Managing customer and Retailer inbound and proactive outbound contacts via telephone, e-mail, social and digital platforms
    • Being a knowledgeable expert in the Clients' brands and products
    • Identifying prospect customers and generate leads to the Retailer network
    • Identifying and manage any complaints on the initial contact and handover seamlessly to the Customer Solutions team
    • Verifying all contacts and update the SV-CRM system to ensure complete Data Protection compliance
    • Ensuring all contacts are captured in the SV-CRM systems to enable the Customer Experience Centre to be a valuable data source to the wider business
    • Acting as a role model for the Clients' Values, Customer First Principles and Behaviours
    • Promoting a positive relationship between customers and Retailers to ensure that a collaborative partnership with the Retailer network is achieved
    • Providing support to the Retailer network to assist them in achieving a best in class service, driving customer loyalty and retention
    • Ensuring the Retailer network follow all of the correct processes and procedures
    • Supporting ongoing marketing activities, working closely with the Marketing team
    • Achieving positive results that generates high Customer Satisfaction

    Experience Required:

    • Strong stakeholder negotiation skills
    • Numerate with excellent attention to detail, with the ability to outline information in a straight forward manner
    • Results orientated with a determination to make things happen
    • Clear demonstration of a Customer First mind-set in everything you do
    • Ability to identify opportunities for improvements and implement change
    • Excellent time management skills, able to work on multiple tasks and deliver results to agreed schedules
    • Ability to understand, interpret and action improvements
    • Strong decision making and problem solving skills
    • Ability to make quick and competent decisions

    Experience Preferred:

    • Call Centre experience

    Additional Information:

    • 10 2/4 week initial training is on site in Coventry.
    • After this period, providing the business is happy with performance the candidate can work remotely 3 days a week.
    • The two office days are Tuesday and Wednesday - subject to change.