Customer Experience Associate

Job Title: Customer Experience Associate

Contract type: Temporary

Hours: 8-5pm

Location: Poole

What You Will Be Doing

• Manage shared service telephone calls (inbound and outbound)
• Logging and maintaining records of all customer calls and conversations including action points
• Documenting Complaints on Company CRM and resolve to customer's satisfaction
• Telephone account management being proactive where possible
• Input into CRM system order documentation
• Dealing with a range of customer queries, transferring calls and resolving issues
• Take every opportunity to be proactive and maximise sales and revenue
• Use best judgement to select appropriate style of language to maintain a positive client relationship
• Use of Company CRM system to record all relevant calls, emails, tasks, opportunities and projects
• Excellent use of the Company CRM system to accurately record customer interaction and actions to provide the best customer experience and drive continued growth
• Use of Company systems to assist customers with all possible queries including order chases, delivery queries, PODs and returns
• Ability to use the various internal company systems and our carrier websites to resolve all customer queries
• Prepare customer amendments and updates (OGL, Sugar, Ctrl Cloud)
• Use of the company's systems (QlikSense and OGL) to review customers' orders and back orders to provide the customers with regular updates and work with our Purchasing team to ensure goods arrive in a timely manner.
• Ability to utilise company's systems to pull the data required and interrogate the data to provide the customer with meaningful commentary
• Ability to work with colleagues to gain insightful and correct information on deliveries due into the business