Customer Experience Specialist

Prize Placements • Permanent • Guildford, Surrey, England, United Kingdom • £27k - £30k / year • 3d ago

My client is seeking a Customer Experience Specialist to join their team on a permanent basis.

As a Customer Experience Specialist you will play a crucial role in enhancing the service experience of our customers. You will become an important part of our Customer Care Team where the emphasis is placed on delivering exceptional service, timely responses, and robust solutions. This position is not simply about addressing inquiries but is instead focused on creating a friendly, trustworthy, and customer-centric environment.

37.5 per week/ 7.5 hours per day - 8.30am – 5pm

Hybrid (3x days office, 2x days home)

RESPONSIBILITES:

• Be the central contact for our customers, taking ownership of their needs and delivering an exceptional customer experience.

• Responding promptly, and professionally to customer enquiries for support and information requests for contracts via both inbound customer calls and service emails.

• Provide knowledgeable assistance to customers in order to resolve queries accurately and efficiently ensuring quality standards are in place.

• Maintains a solutions-oriented approach to challenges, ensuring efficient and effective problem resolution.

• Route calls through to specific departments where queries are outside of the teams responsibilities.

• To collaborate with other internal departments or external customers to action customer requests successfully.

• Processing of administration tasks and management of the customer portal.

• Escalate customer issues to the appropriate department or management team as appropriate.

• Provide feedback to management on customer issues, concerns and trends.

EXPERIENCE AND SKILLS:

• Previous experience delivering customer support via phone, ensuring high levels of satisfaction through clear communication.

• A strong communicator who is confident engaging with customers over the phone and able to build rapport quickly and professionally.

• Basic knowledge of financial sector area.

• Passion for customer service and driven to achieve first contact resolution by putting the customer first.

• Demonstrate exceptional organisational skills and the ability to handle multiple responsibilities with efficiency and accuracy.

• Excellent written and verbal communication skills.

• Take pro-active ownership of a customer query through to resolution.

• Problem solving mentality with attention to detail.

• IT literate with a good knowledge of Microsoft Office products.

Prize Placements is acting as an employment business for temporary positions and an employment agency for permanent positions.

We regret that we are unable to respond to all applications. If you have not heard from us within 7 days please consider that on this occasion your CV has not been selected for our client

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