Customer Excellence Executive
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| Job Type | Contract or Temp |
| Area | Greater Manchester, England |
| Sector | Call Centre & Customer Service - Customer Service |
| Salary | Competitive |
| Start Date | ASAP |
| Advertiser | Emma Cannon |
| Job Ref | 392748 |
| Job Views | 178 |
- Description
Excellent role 9-5, Monday to Friday with 2 days working from home.
This is a 12 month contract that is likely to go permanent.
Job Purpose
We have a fantastic opportunity to join our Customer Excellence Team where you will be supporting customers & colleagues through their journey of our products and related services (B2C).
You will be able to directly influence the customer journey and your feedback will help to shape the future vision for the customer experience. Your work will play a key role in achieving our aim in becoming truly customer centric, ensuring the best experience for our customers.
experience pre – during – post sale. This role will evolve as this business grows and we offer ‘Software as a Service’
Knowledge, Skills, Qualifications, Experience required
We are looking for someone who is enthusiastic, highly motivated and is passionate about creating an innovative customer experience, building strong relationships with customers and who strives for continuous improvement. You must show pride and passion for the brand and the products which provide renewable solutions to residential products and services.
We would expect you to be able to/ and have:
· 3 years’ experience in a customer service role
· Excellent written and verbal communication skills
· Attention to detail and excellent organisation skills
· Service orientated with an empathetic approach using creative and innovative solutions to solve problems
· A team player who can collaborate with all levels of stakeholders
· To contribute to a culture of innovation, trust, and empowerment
· Ability to analyse data to drive customer improvement.
· Organised and structured, finds ways to automate or take waste out of process
· Resilient and tenacious
· Responding to customer feedback and maintaining communications online
· Ability to work with Microsoft suite of tools
Key Results Areas
·· Be responsible supporting with the development, guidance, and monitoring of the brand across multiple social media platforms
· Drive customer retention and loyalty to meet KPI targets.
· Carrying out research for team projects
· Sharing related content from partner brands and organisations with their social media audience
· Proposes new ideas and concepts for social media content
· Working towards individual and team KPI's & SLAs
· Using NPS or equivalent ensure customer satisfaction targets are met or exceeded.
· Ensuring resolution of customer issues by taking ownership of complaints within the set customer promise
· Support and establish what customers need from an education platform and feed the customer requirement into the management team to create an education platform for customers