Starting salary £27,000
As a Customer Experience Agent you will handle all customer interactions including resolving customer queries, responding to phone calls and email requests, and maintaining customer service records.
Responsibilities
* Answer incoming calls from existing & new customers dealing with billing, collection and cancelation enquiries
* Respond to email correspondence within 24 hours
* Answer online webchat to new and existing customers
* Process queries accurately to achieve the highest levels of customer service and minimise errors
* Update system consistently and accurately with all relevant information
* Maximise all opportunities from incoming and outgoing calls to identify future business potential and generate leads when appropriate
* Handle general queries such as price requests and delivery information
* Liaise with 3rd party suppliers with regards to general account management
* Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
* Go the extra mile to engage customers and deliver consistent experience
* Use telephones to reach out to customers and verify new account set up information
* Escalate unresolved issues Retention team with regards to account cancellations
* Escalate unresolved issues to complaints team
Person Specification
* English & Maths Grade C/5 about above
* Excellent listening skills and be able to explain t...