Customer Experience Representative

Reference:
15639
Division:
Salary:
Per Hour

Job description

Job Title:

Customer Experience Representative

 Overview of Duties:

  • Primary call management facility responsible for the management of maintenance faults within Customer premises.
  • Front face of the business upholding a vision and culture of Customer Service Excellence
  • Adherence to Customer SLAs, KPIs and standards
  • Responsible for upholding the relationship with both internal and external customers, liaising efficiently and honestly while listening with an open mind.
  • Responsible for delivering a great customer experience to everyone, every time.

Main job tasks and responsibilities:

  • Handle Incoming calls from Clients reporting faults
  • Incoming calls from Clients chasing outstanding/current calls in line with KPIs and SLAs
  • Handle Incoming calls from contractors to update outstanding calls
  • Outbound calls to Contractors assigning work orders within SLAs and KPIs
  • Outbound calls to contractors chasing updates on outstanding/current maintenance calls within SLAs and KPIs
  • Outbound calls to Clients to advise of updates to jobs/chase job completion
  • Administrative tasks to support the operation as determined by processes and instructed by Management
  • Handle escalation calls from Customer senior staff.
  • Keeping promises of Customer Service
  • Customer focus, empathy and understanding.
  • Attention to detail and accuracy – meet and strive to exceed call quality KPIs
  • Ensure that EVERY intervention with the Customer is one of Customer Service excellence

Thank you for your interest in this position. It is with regret that we are unable to respond personally to each individual application due to the high volume of CVs we receive on a daily basis. However, your CV and application for this role will be reviewed by one of our qualified consultants within the next 48 hours. If you do not hear from us within this time period, you have unfortunately been unsuccessful on this occasion.

We hope you will apply for future roles that we advertise regularly on this website. However, to keep up to date with all our recruitment activity, please follow us on Twitter, like us on Facebook and check out our vacancy page on our website.

Smart Moves Recruitment is an Equal Opportunities Employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

 

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Smart Moves
51 Clarendon Road,
Radius House First Floor,
Watford, Hertfordshire,
WD17 1HP

Tel: 01908 308788
Fax: 01908 308780
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