The role of Client Care Associate is integral to the success and future proofing of Avena Environmental.This position requires a dedicated, conscientious, and service focused individual, with the person in role to live the values of the business and focus on supporting stakeholders, both internal and external, to secure the future of Avena and all that rely on it.Key Responsibilities
* Demonstrate professionalism, courtesy, and a customer-centric attitude in all interactions with customers.
* Contribute to the continuous improvement of customer service processes and suggest enhancements to increase efficiency and customer satisfaction.
* Ensure all customer service activities adhere to company policies, industry regulations, and data protection laws.
Skills / Attributes Required
* Empathy: Demonstrating understanding and compassion for customers' needs and concerns.
* Active Listening: Paying full attention to customers, asking clarifying questions, and showing that you genuinely care about their issues.
* Patience: Remaining calm and composed, even when dealing with frustrated or irate customers.
* Professionalism: Maintaining a professional demeanour, both in tone and appearance.
* Effective Communication: Using clear and concise language, avoiding jargon, and ensuring customers understand the information provided.
* Problem-Solving: Identifying and resolving customer issues efficiently and effectively.
* Adaptability: Being flexible and open to change, especially when dealing with unique customer requests or unexpected issues.
* Time Management: Managing workloads efficiently, prioritising tasks, and ensuring timely responses to customer inquiries.
* Ownership: Taking responsibility for customer issues and seeing them through to resolution.
* Conflict Resolution: Handling conflicts and disputes professionally and finding fair and acceptable solutions.
* Teamwork: Collaborating with colleagues and other departments to address customer needs and provide a seamless experience.
* Positive Attitude: Maintaining a positive, can-do attitude even in challenging situations.
* Attention to Detail: Ensuring accuracy in data entry, order processing, and documentation.
* Respect: Treating every customer with respect and courtesy, regardless of the circumstances.
* Honesty and Integrity: Being truthful and maintaining the highest ethical standards in interactions with customers.
* Efficiency: Providing timely service and minimizing customer wait times.
* Proactivity: Taking initiative to anticipate and address potential customer needs or issues.
* Adherence to Policies: Following company policies, guidelines, and procedures in all customer interactions.
* Continuous Learning: Committing to ongoing training and personal development to stay current in the field.
* Feedback Acceptance: Welcoming and using constructive feedback to improve performance.
* Ownership of Mistakes: Taking responsibility for errors, rectifying them, and learning from them.
* Diplomacy: Handling sensitive situations with tact and diplomacy to maintain positive customer relations.
Education / Experience Required
* Minimum 1 year customer service experience (in similar field/industry desirable)
* GCSE English, Maths Grade C (or equivalent) minimum.
Performance Objectives
* Customer satisfaction score over 85% positive
* 1st response time under 5 hours
* Average time to close
* Cases closed
* Customer retention over 95%
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