Purpose
To respond professionally and efficiently to all customer enquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to calls, cases, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards.
People
? Providing a professional and timely response to all customer enquiries ensuring an efficient, effective and recorded log of communication history and resolutions.
? Communication via our omni-channel platforms with full adherence to set SLA's and department processes and procedures.
? Being the initial point of contact for all customer contacts to provide a resolution in line with the agreed KPIs.
? Build strong relationships with internal and external customers across all business lines and functions.
? Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI and are handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
? Commit to completing all training in line with set criteria and deadlines.
? Provide information on proof of collections, assist on invoice enquiries and any other general enquiries
? Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires
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