Customer Experience Associate

Overview

Location: On site / Poole, UK
Job type: Permanent / Full-time
Sector and subsector: Client Services Customer Experience
Annual Salary range: from £29,000.00 to £30,500.00

We're looking for an experienced Customer Experience Associate to join our office-based Customer Service team.

Job Title

Customer Experience Associate

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 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

Who we are

We're a fast-paced, forward-thinking global solutions provider who is redefining operational excellence for businesses. We're famous for our fantastic customer service and for creating comprehensive solutions that help our customers stay ahead in an ever-changing world.

Where you work

Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about the customers. We also believe diversity is the key to success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.

Who you are

You are someone who genuinely loves creating exceptional experiences for customers. You bring a proactive mindset, constantly looking ahead and spotting opportunities to support customers before they even realise they need help. Your tenacity means you see challenges as chances to shine, staying focused on delivering outcomes that make a real difference.

Your communication skills written and verbal are polished, clear and customer-friendly. You know how to adapt your tone and approach to suit the situation and the person in front of you.

Most of all, you're an energetic team player. You understand the power of working together, supporting your teammates and contributing to a positive, customer-focused culture.