Customer experience Advisor
Chandlers ford
Competitive salary
Dynamite Recruitment is working in partnership with a leading Fire and Security business which is growing rapidly- currently they have over 800 staff nationwide!! They have a track record of providing fantastic opportunities to candidates throughout the country. Due to their expanding team and client base, they are now seeking a Customer experience advisor
Your responsibilities:
To deal with all escalated complaints and escalated retentions opportunities that come into the customer service team, assisting Customer Service Advisors, being a source of experience and support, doing this all within the timescale agreed in our Service Level Agreements (SLA's).
Ensure all complaints and retentions are closed down correctly as per the process.
To manage the customer experience mailbox as part of a team.
Ensure the data in Microsoft Dynamics NAV (NAV) is updated in order to resolve your complaint/retention, speaking to the CST Data & Onboarding Team where needed.
To send the customer satisfaction survey on a weekly basis and ensure the report is pulled monthly and cascade to key stakeholders.
To make outbound customer care calls to obtain real life information from our customers on our service delivery, ensuring any issues are resolved either at the point of call or as soon as reasonably practicable.
Contact customers who have completed the survey whether their response be positive or negative.
Complete the customer satisfaction survey KPI's on a monthly basis.
Send monthly complaints data to relevant managerial departments to highlight trends and allow for business improvement.
Highlight to stakeholders any worrying trends or issues that will affect our customers or the business objectives.
To introduce our customers to other products and services we offer and therefore increase sales.
To have a good understanding of Fire & Security Products to assist in the management of the account, your commerciality, and positive views the customer has about Churches.
To answer the phone to assist with overflow calls from the wider Customer Service team in the event of catastrophic staffing issues or a business continuity event.
Assist in audits ensuring the company maintains existing accreditations and to support the attainment of aspiring accreditations.
To utilise your calendar to manage your day and tasks.
To have excellent liaison and communication to all customers and departments. Please apply or contact Diane on (url removed)
