Customer Experience Specialist (Customer Service Advisor) - Basildon
Come and join us - You will be joining a supportive, vibrant and inclusive team where customer service is our passion! £24k + bonus + benefits.
Starting Tuesday 24th August 2021
Additional Benefits (after successful completion of probation period)
- Discount scheme on new vehicles
- Private medical insurance (full family cover)
- Discounted Dental Scheme
- Enhanced private pension scheme
- Travel Insurance
- Death in service benefit
Full-Time Hours: Shifts between the hours of 8am and 8pm Monday to Friday and Saturdays 9am - 5pm (on a rotation basis with a scheduled day off in the week).
Part Time Hours: 9.30am -2.30pm or 4pm - 8pm either 5 days a week (Monday to Friday) or 3 days a week (Monday, Wednesday & Friday)
Location: Percepta UK, Dunton SS15 6EE
We have been so successful that we are growing our team further, we are looking for enthusiastic, self-motivated people who share our passion for delivering high quality customer experiences.
Fully paid 5-weeks on-site detailed training will be provided to ensure that you are then supported while temporarily remote working from home. Our future post-COVID restrictions plan is to operate with a variable working model which will include hybrid & home working.
At Percepta, we are all about loyalty. We want to help people build stronger, long-term relationships with our client’s brands. To do that, we also need passionate people in our business who are committed to delivering our ultimate aim - creating customer loyalty. The atmosphere at our office in Dunton is relaxed and professional, with a team who are always looking for a chance to support each other, work together, progress and develop.
Our focus is building customer relationships by being the single point of contact and fully accountable for resolving your customer concerns and enquiries by phone and email. You will own your customer’s issue from beginning to end to ensure an excellent customer experience. In this role you are empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.
You will achieve this by creating relationships with your customers based on understanding their needs, concerns, lifestyle and preferences by actively listening to the customer, providing knowledge and resources and resolving issues in a timely manner. We aim to treat all of our customers like family!
Expect more than a job!
Our values are the heartbeat of our organisation and we live, breathe, and play by them every day. Join our team as a Customer Experience Specialist and experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect
- Culture of Service - to be treated like you are the customer from day one
- Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
- Respect - a team that is accountable, dependable and gives you their full attention
- Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organisation
- Career - growth and lots of learning opportunities for aspiring minds
- Diversity - be a part of our growing diverse and community-minded organisation that is all about having fun
- Competitive compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentives and promote physical, mental, and financial wellness.
If this sounds of interest and you are keen to develop your career within a growing company, then apply today!
As a Customer Experience Specialist your key responsibilities and skills will include:
Answering incoming communications, primarily calls and emails promptly
To take responsibility and ownership for customer queries ensuring the customer is responded to promptly & updated frequently to ensure an exceptional customer experience.
Building and maintaining effective relationships with other parts of the business in order to resolve your customer’s concern.
Using all available resources to resolve your customer’s concern in a timely manner.
When necessary, use applicable customer satisfaction tools to resolve customer issues.
Ensure that accurate and detailed recording of all information, utilising the company’s systems to provide a comprehensive audit trail.
Process and resolve all enquiries within GDPR guidelines.
Provide constructive feedback, contribute and support process improvements that will drive increased customer satisfaction striving to improve our customers journey with us.
Have an active involvement in Quality Assurance, ensuring that policies, procedures, and best practices are met and maintained at both an individual and team level
Strong customer service, interpersonal and relationship building skills.
Strong organisational and time management skills with the ability to plan your day effectively whilst adhering to schedules.
Excellent resilience when faced with difficult situations.
Ability to build rapport and negotiate with a wide variety of people in order to gain the best outcome for both the customer and the business
Ability to work to agreed deadlines, targets and objectives.
Able to work independently as well as part of a team; to a high level of accuracy.
Excellent oral and written communication skills, with good command of grammar and punctuation.
Strong PC skills.
- Call Centre
- Communication Skills
- Customer Complaints
- Customer Service
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