Customer Experience Agent

Starting salary £27,000

As a Customer Experience Agent you will handle all customer interactions including resolving customer queries, responding to phone calls and email requests, and maintaining customer service records.

Responsibilities

• Answer incoming calls from existing & new customers dealing with billing, collection and cancelation enquiries


• Respond to email correspondence within 24 hours


• Answer online webchat to new and existing customers


• Process queries accurately to achieve the highest levels of customer service and minimise errors


• Update system consistently and accurately with all relevant information


• Maximise all opportunities from incoming and outgoing calls to identify future business potential and generate leads when appropriate


• Handle general queries such as price requests and delivery information


• Liaise with 3rd party suppliers with regards to general account management


• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution


• Go the extra mile to engage customers and deliver consistent experience


• Use telephones to reach out to customers and verify new account set up  information


• Escalate unresolved issues Retention team with regards to account cancellations


• Escalate unresolved issues to complaints team

Person Specification

• English & Maths Grade C/5 about above


• Excellent listening skills and be able to explain things clearly and have an empathetic approach, tailoring each call to the individual customer's needs


• Excellent communication skills


• Strong customer service background


• Telephony experience desirable


• Computer literate, numerate with very good verbal and written interpersonal skills


• Problem Solving


• Ability to multitask

What you bring

• Experience working to call targets withing a high-volume call environment.


• Experience within a Customer environment is desirable but not essential as full training, development is provided


• The right individual will have an enquiring mind with good listening skills, letting your passion and personality shine through while always putting our customers first and provide an amazing service as a part of our team