If you are experienced in high-touch, personalised customer service, we have a fantastic opportunity to join a well-established company based in St Albans.
You will be given the opportunity to make your mark in this rapidly expanding company by proving your abilities and eagerness to progress! This company offer excellent training, with occasional trips for research and familiarisation purposes.
What's in it for you?
· Salary - up to £32k depending on experience.
· Hours: Shift system in place, including weekends, 37.5hr week - some hybrid working on offer.
· Free parking!
· Staff discount
· Team and social events
Key Responsibilities:
· Providing a superior service standard to all customers using voice and written word with the ability to multitask and switch between different communication channels in a very busy environment.
· Understanding the needs, motivations and emotions of customers and providing prompt and accurate responses to enquires
· Working under pressure and with conflicting tight deadlines to meet service level agreements and analyse problems and provide solutions in complex situations.
· In line with company policy, log investigate and respond to all complaints, liaising with internal and external parties where required.
· Analysis of complaint types to provide the most suitable and commercially viable resolution and communicate sensitively with customers to defuse potentially negative situations.
· Always strive to accelerate and encourage company growth and profit margins when dealing with situations that require resolution whilst mitigating reputational risk and compensation and liability claims.
· Assisting with customer journey mapping and identifying pain points for customers and implementing ways to resolve and improve these as quickly as possible.
· Assist in identifying complaint trends or patterns with Quality Assurance research.
· Excellent knowledge of inhouse tools to service and assist customers post sales whilst analysing customer feedback to improve functionality and automation.
· Sending balance reminders, ensuring any agreed payment plans are adhered to.
· Processing cancellations and amendments which entails sourcing suitable alternatives and communicating with customers.
· Reviewing internal processes and proactively suggesting improvements
What the employer is looking for:
· At least 2 years' experience in a customer service focused role
· Social media experience
· Computer literate, confident administrator - Excel skills
· An empathetic ear, cool calm, resilient
· Someone who is pro-active and thrives off being busy
· Adaptable, no two days are the same!
· Manage your own workload and a good team player
Red Door Recruitment is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination. Full details available on our website.
Please note due to the number of applications we often receive; only shortlisted applicants will be contacted