Customer Experience Specialist - Chiswick, United Kingdom - BSI

BSI

Verified Company

Chiswick, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Great that you're thinking about a career with BSI

This is an exciting permanent opportunity for a Customer Experience Specialist to join our Customer Relations Team.

What you'll be doing

The job holder will be acting as the first point of contact for BSI Customers to maintain and increase revenue through the sales of subscriptions and British, European, and International standards.

The job holder will be providing technical support to customers who use BSI online products and responding to customer queries through written and verbal communication.

Key Responsibilities

Act as the BSI switchboard and transfer calls to the business, answering a high volume of incoming telephone calls to provide firsttime call resolution wherever possible.
Process credit card payments for BSI products and services and raise credits, refunds and validate payments to ensure that all services and subscription payments are collected promptly.
Save potential membership cancellations by making outbound calls to chase payments and renewals.
Recognise opportunities to cross and upsell products and services, generating and passing on leads to the sales team where appropriate.
Resolve technical issues relating to BSI online platforms, liaising with second line support for technical assistance when appropriate but taking end to end accountability until a resolution has been made.
Assist in testing new and existing products outside core business hours when required.
Develop effective relationships with internal and external customers.
Take responsibility for generating and processing daily reports.
Identify, gain agreement on, and implement improvements to internal processes to improve the efficiency of the Department.
Handle customer complaints, taking corrective action and escalating if required.
Process ad hoc administrative duties and provide support across the Customer Relations department to achieve departmental goals and targets.

What we're looking for

Providing an outstanding level of service to customers
Excellent Communication skills both verbal and written
Work under own autonomy within a team environment
Ability to perform under pressure and to work using your own initiative
Highly computer literate
Attention to detail & accuracy for

What we offer

We offer a salary of £30,000 with 27 days annual leave with the opportunity to increase this to 32 days, company-paid private medical insurance, an excellent company-contributed pension scheme, and a wide range of flexible benefits that you can tailor to suit your lifestyle.

Plus, as we're situated just above Gunnersbury Tube station it makes for a really easy commute, or you can use the free on-site parking if you'd prefer to drive.

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Our Excellence Behaviours:
Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible.

If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.