Cutomer Service Advisor

Job Ref: Customer Service advsor Instasmile
Sector: Call Centre
Job Type: Permanent
Date Added: 15 August 2019
  • Newton-le-Willows, Merseyside, North West, England Newton Le Willows Merseyside WA12 0JQ
  • £23,000 per Annum
    ANNUM
  • Alison Weekes
  • 0151 2274400
Blue Arrow https://www.bluearrow.co.uk https://www.bluearrow.co.uk/-/media/bluearrow/logos/blue-arrow-logo-227x60.png

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Job Description

A rapidly growing international dental manufacturing business is actively seeking an
experienced Customer Experience Specialist to join their Head Office site in Newton Le
Willows, Merseyside.
This is a Full Time, backshift position of 37.5 hours per week, working 14:00 pm to midnight
Monday to Friday. Weekend work will be required on a rota basis
currently 1 in 4. Working with the Social Media and Customer Experience team, daily duties
and responsibilities will include:
œ Delivering and taking accountability that all interactions are in line with our brand
identity for both social and voice communications.
œ Provide an end-to-end excellent customer experience whilst resolving customer
questions via phone (inbound & outbound), email, social media platforms,
messaging, and web chat
œ Provide a professional and value-based approach when dealing with customers and
colleagues
œ Identify and provide a solution based on the customer's personal needs whilst also
promoting our products and services.
œ Manage customer complaints from start to end whilst providing appropriate
resolutions within set time frames.
œ Take full ownership of customer accounts and follow up to ensure an excellent
end-to-end customer experience.
œ Support customers with their orders/sales through various platforms and
generate/process sales where applicable.
œ Communicate clearly with customers, colleagues and other stakeholders to ensure a
seamless customer journey and fulfilment of both customer and business needs.
œ Go the extra mile to engage our customers and offer the BEST customer experience
in the country.
œ Contribute to the Operational Excellence culture and build relationships based on
trust, support, transparency and respect.
Job Description Customer Experience Specialist
2
œ Carry out all duties with honesty and integrity, utilise expertise whilst always striving
to add value, do the right thing and work together with colleagues across the
business.
œ Perform in accordance with KPI's set and performance/behaviour standards.
œ Review, monitor and manage company social media platforms which include (but not
limited to) Facebook, Twitter, Instagram, Trustpilot, BBB and other relevant platforms.
Skills and competencies:
œ Excellent IT skills.
œ Excellent customer service along with a pleasant telephone manner.
œ Ability to deal with complaints/challenging customers in a calm and professional
manner
œ Friendly approach and willingness to work as part of a team.
œ Ability to establish rapport with customers and colleagues.
œ Problem-solving skills
œ Strong listening, oral and written communication skills.
œ Hard working, enthusiastic and reliable.
œ Excellent administrative and organisational skills
œ Accuracy and attention to detail
œ Sales oriented
œ Excellent Interpersonal Skills
Must have experience in:
œ Social Media interactions on various platforms eg: Facebook, Instagram and Twitter
œ Customer retention
œ Customer service (voice and non-voice)
œ Complaints management
Desirable experience in:
œ Live Chat
œ Sales
œ Other languages

What you'll need to succeed
This role requires someone with an outgoing personality, an exceptional telephone manner
and strong customer service skills. Outstanding organisation and communication skills are
also critical.
Benefits
Company contributory pension scheme, holiday allowance.
Salary :
£23 000
Blue Arrow
12/09/2019 09:00:00
GBP 23000 23000