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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:
112
Posted:
16.03.2025
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 developing a ‘first contact resolution’ ethos. You will 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, you will look after the needs of the customers, shops, suppliers, and all associated functions, to deliver a satisfactory outcome. You will primarily support with customer phone calls and email questions, and will also be expected to assist the wider team with admin tasks.
Key Responsibilities
* 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.
* Deal with all daily enquiries and/or concerns generated by customers & shops through phone contact or email.
* Build rapport with our customers by spending time with them, identifying their needs, and engaging with them in such a way that they will want to join the Cycle2work scheme.
* Suggest a variety of solutions to provide the customer with options.
* Provide a professional and timely response/resolve to customer concerns and enquiries.
* Ensure calls are answered within the agreed SLAs.
* Actively seek to respond/resolve all enquiries & concerns within the set SLAs.
* Log all customer contact appropriately on the system.
* Update the system with additional customer contact and log/conclude any enquiries/concerns in real-time.
* Liaise with key Support Centre teams, suppliers, and legal sources to further investigations if necessary to resolve a concern or claim.
* Ensure that escalated customer contact is directed to the correct Customer Support Team Manager and/or department in line with the escalation policy.
* Actively use customer concerns to convert customers to promoters and use every opportunity to ‘rescue’ sales where necessary.
* Primarily support the Cycle2work Operations Team Manager but also undertake other duties appropriate to the post that may be required.
* Display our exceptional behaviours of ‘with fun, with a smile, with confidence & with togetherness’.
Person Specification
* Excellent customer and communication skills, both written and verbal.
* Ability to demonstrate experience of dealing with difficult individuals while remaining professional, tactful, and calm at all times.
* Able to work effectively as part of a team.
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