We are looking for a Customer Resolution Centre Advisor, to provide an outstanding customer experience through first contact solution, via multi media channels including inbound and outbound calls, social media and email.
What you’ll be doing
* Provide outstanding customer service across all channels (telephone, social media, web chat, face to face and email) to provide first time completion of customer queries.
* Follow CHP workflow and ensure feedback to improve the effectiveness of all workflows to reflect the evolving requirements of the customers supporting business partners to define the workflows appropriately.
* Demonstrate empathy in all dealings with customers to understand intent and requirements to provide appropriate customer focused resolution coaching and advising customers appropriately.
* Resolve customer queries at first point of contact through complete understanding of tools, systems, workflow and guidance from specialist teams to ensure first time completion of customer queries. For more complex cases escalate in accordance to CHP procedures to specialist teams.
* Deliver outbound customer activity as defined by the Customer Resolution Centre Business Partner to ensure effective asset administration, compliance, planned maintenance, and stock condition assessments creating an easy and integrated experience for customers across all properties managed by CHP.
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