Customer Care Advisor

  • Full Time
  • Cheadle

Customer Care Advisor
Cheadle (SK8)
£20-24k

Reason for the Job

The need to improve customer engagement levels will act as a critical differentiator between Autocab and its competition. A need has arisen to regularly contact our customers on a pro-active (monthly) basis to ensure we are consistently providing the best possible service levels and total customer experience. It is important that all customers understand and appreciate the total value of our products and service. Customers will come to value our regular contact and empathy in helping to identify, understand and resolve knotty issues that are currently preventing them from recommending us to others.

What You Need to Do

Your key deliverables

 

Deliver a high standard of Customer Care whilst driving up customer satisfaction and recommendation levels.:

 

  • Provide a single point of contact for our customer accounts, maintaining professionalism
  • Ensuring our customers are informed as to changes and improvements
  • Update customers on outstanding issues and through ownership progress to successful resolution
  • Deliver quarterly account calls to address any outstanding issues or concerns that act as a barrier to customer satisfaction
  • Educate customers to product features. Ensure they are using the product effectively
  • Prioritise outstanding issues and escalate accordingly to resolve issues prior to becoming a retention problem
  • Coordinate regular account optimisation sessions if/when appropriate
  • Accountable for all customer health/satisfaction KPIs
  • Accountable for customer retention and churn
  • Work with marketing to provide continual customers education and awareness
  • Handle basic customer complaints
  • Liaise direct with customers via various methods (i.e. Telephone, email)
  • Provide professional and prompt responses to all customer feedback
  • Direct queries and requests to the relevant department when required but always owning the feedback and relationship so there is only one single point of contact
  • Obtain and evaluate all relevant information to handle product and service enquiries
  • Keep and maintain a record of all customer interactions
  • Make courtesy calls to customers as and when required
  • Ensure that relevant departments are communicated/escalated to as and when required
  • Identify possible cross-sell or up-sell sales opportunities through questioning and work with sales to deliver appropriate solution

 

Collaboration and Relationships

 

  • Externally with customers
  • Internally with Team Leaders, Service Desk Manager, Head of Service Delivery, Sales, Field Engineering, Installation Team(s), Finance, Sales

 

Carry out such tasks as directed to meet the needs of the business.

 

What You Need

 

Your skills & knowledge

 

  • Excellent communication skills, both verbally and written
  • Ability to empathise and understand customer pain points and concerns
  • Able to work under pressure in sometimes sensitive situations
  • Highly organised
  • Active listener
  • Professional attitude
  • A strong team player with a can do attitude
  • Able to take ownership of issues and see through to resolution
  • Excellent Customer Service skills with a passion for service and customer quality
  • Commercial awareness

 

Your experience

 

  • Knowledge or previous experience of working with bespoke software
  • Customer care via a telephone based account management or support function
  • Previous experience in a customer facing role
  • Experience or understanding issues, prioritising and escalating accordingly

Experience of progressing customer issues through to successful resolution

To apply for this job email your details to chris@rsoltd.com