Customer Experience Specialist - Daventry

Salary GBP22,000 plus Annual bonus and additional benefits

Additional Benefits (after successful completion of probation period)

• Discount scheme on new vehicles

• Private medical insurance (full family cover)

• Discounted Dental Scheme

• Enhanced private pension scheme

• Travel Insurance

• Death in service benefit

Full-Time Hours: Shifts between the hours of 8am and 8pm Monday to Friday and Saturdays 9am - 5pm (on a rotation basis with a scheduled day off in the week).

Location: Percepta UK, Daventry NN11 8NT

This role will initially be office based, there is a possibility of home-based or hybrid working in the future, however flexibility will be required.

At Percepta, we are all about loyalty. We want to help people build stronger, long-term relationships with our client's brands. To do that, we also need passionate people in our business who are committed to delivering our ultimate aim - creating customer loyalty. The atmosphere at our office in Daventry is relaxed and professional, with a team who are always looking for a chance to support each other, work together, progress and develop.

Our focus is building customer relationships by being the single point of contact and fully accountable for resolving your customer concerns and enquiries by phone and email. You will own your customer's issue from beginning to end to ensure an excellent customer experience. In this role you are empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.

You will achieve this by creating relationships with your customers based on understanding their needs, concerns, lifestyle and preferences by actively listening to the customer, providing knowledge and resources and resolving issues in a timely manner. We aim to treat all of our customers like family!

As a Customer Experience Specialist your key responsibilities and skills will include:

• Answering incoming communications, primarily calls and emails promptly

• To take responsibility and ownership for customer queries ensuring the customer is responded to promptly & updated frequently to ensure an exceptional customer experience.

• Building and maintaining effective relationships with other parts of the business in order to resolve your customer's concern.

• Using all available resources to resolve your customer's concern in a timely manner.

• When necessary, use applicable customer satisfaction tools to resolve customer issues.

• Ensure that accurate and detailed recording of all information, utilising the company's systems to provide a comprehensive audit trail.

• Process and resolve all enquiries within GDPR guidelines.

• Provide constructive feedback, contribute and support process improvements that will drive increased customer satisfaction striving to improve our customers journey with us.

• Have an active involvement in Quality Assurance, ensuring that policies, procedures, and best practices are met and maintained at both an individual and team level

• Strong customer service, interpersonal and relationship building skills.

• Strong organisational and time management skills with the ability to plan your day effectively whilst adhering to schedules.

• Excellent resilience when faced with difficult situations.

• Ability to build rapport and negotiate with a wide variety of people in order to gain the best outcome for both the customer and the business

• Ability to work to agreed deadlines, targets and objectives.

• Able to work independently as well as part of a team; to a high level of accuracy.

• Excellent oral and written communication skills, with good command of grammar and punctuation.

• Strong PC skills.

  If this sounds of interest and you are keen to develop your career within a growing company, then apply today!