Customer Experience Advisor

Customer Experience Advisor required for our Colchester based client to be responsible for managing excellent communication and interaction between customers and the company, providing a high quality of customer service which increases the company's reputation leading to increased sales. The Customer Experience Advisor will optimise interactions from the customer's perspective, and as a result, foster customer loyalty. Working as part of the Customer Experience Team, the Customer Experience Advisor reports directly to the Customer Experience Manager and is supported by the Technical Support and Continuous Improvement teams whilst being front line for customer interaction. The vital importance of this role is to effectively manage, oversee and organise interaction between a customer and the organisation throughout the customer lifecycle. The Role Investigate and resolve company errors in a timely manner for sales operators, suppliers, warehouse, couriers and data entry through the company's website. Work closely with the Continuous Improvement team to investigate the root cause of errors and review our processes to minimise errors in the future Ensure the customer contact database is up to date and contacts verified through ordering processes and subscribing customers to the mailing list. Process both telephone and off line orders with speed and accuracy, ensuring customers are made aware of all relevant information Demonstrate competency in handling all aspects of Customer Experience activities Achieve full accreditation and competence for all areas of Customer Experience, within designated time frames Demonstrate real ownership in attitude and approach to all job role activities and actively promote suggestions for improving customer service performance and company effectiveness Promoting website and facilities at every opportunity to try and convert offline customers to online ordering and returns. Build close relationships with customers and identify customers with potential for sales growth The Person Strong verbal and written communication skills are essential for this role, as well as an understanding of what constitutes first class customer service. A high degree of learning ability, drive and ambition to succeed Listen well to constructive feedback from line manager and give feedback with good intent Possess strong customer service/account management skills ideally within a customer experience role Ability to deal with objections whilst remaining calm and resolving them Constantly look for innovative working practices and processes Ability to make decisions independently Flexibility and possess the ability to multi-task Ability to work under pressure, multi-task and prioritise tasks with strict deadlines Benefits to you Competitive salary £18-21k DOE Good career development opportunities Annual holidays which increase with length of service Probation period: 3 months Pension: 5.5% Death in Service: 1 x annual salary Free car parking If you have not heard back from us within 10 days your application has unsuccessful.

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