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Customer Experience Advisor, Worcestershire
Client:
Halfords
Location:
Worcestershire, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
204545709d3b
Job Views:
63
Posted:
24.01.2025
Expiry Date:
10.03.2025
Job Description:
As a Customer Experience Advisor you'll play a key role to ensure customers remain our number one priority by taking pride in the service we provide and to develop a ‘first contact resolution’ ethos. Develop and maintain positive relationships between Cycle2work and its customers, by acting as a point of contact and resolution for customer enquiries and concerns.
Context
Working as part of the Cycle2work Customer experience team, looking after the needs of the customers, shops, suppliers and all associated functions, to deliver a satisfactory outcome. You will primarily support customer phone calls and email inquiries and will also be expected to assist the wider team with administrative tasks.
Key Responsibilities
1. Be the first point of contact for Cycle2work, remaining professional at all times, showing empathy and providing the highest level of service to our customers.
2. Handle all daily enquiries and/or concerns generated by customers & shops through phone contact or email.
3. Build rapport with our customers by identifying their needs and engaging with them to encourage participation in the Cycle2work scheme.
4. Suggest a variety of solutions to provide customers with options.
5. Provide professional and timely responses to customer concerns and enquiries.
6. Ensure calls are answered within the agreed SLAs.
7. Actively seek to resolve all enquiries & concerns within the set SLAs.
8. Log all customer contact appropriately on the system.
9. Update the system with additional customer contact and log/conclude any enquiries/concerns in real time.
10. Liaise with key Support Centre teams, suppliers, and legal sources to further investigate and resolve concerns or claims.
11. Direct escalated customer contacts to the correct Customer Support Team Manager and/or department in line with the escalation policy.
12. Use customer concerns to convert customers to promoters and seize opportunities to ‘rescue’ sales where possible.
13. Support the Cycle2work Operations Team Manager and undertake other duties as required.
14. Exhibit our exceptional behaviours of ‘with fun, with a smile, with confidence & with togetherness’.
Person Specification
1. Excellent customer and communication skills, both written and verbal.
2. Demonstrated experience of dealing with difficult individuals while remaining professional, tactful, and calm.
3. Able to work effectively as part of a team.
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