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Purpose:
To respond professionally and efficiently to all inbound customer inquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to rates, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards.
Responsibilities:
- Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimized where possible
- Communication via a range of channels including phone calls, live chats, text messages, salesforce cases, and email with full adherence to set escalation procedures
- Gathering and compiling information to ensure all queries are being handled in a timely, efficient manner between call takers and other customer service teams and functions.
- Provide rates/quotes, information on proof of collections, assist on invoice enquiries, and any other general queries
- Conducting customer reviews for feedback to ensure satisfaction with service
- Director complaints, referrals from Service Centres, calls, website, chat, twitter, facebook are all handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
- Build strong relationships with internal and external customers
- Administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties
- Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre-qualification questionnaires
- To support the business in achieving targeted growth, through up-selling and cross-selling Veolia Products and Services.
- Duty of care to follow through and understand Data Protection, Confidentiality, Terms & Conditions of Contracts, Legislation
- Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI
- Supporting the annual price increase programme
- Supporting the annual duty of care compliance programme
- Adhere to all applicable call flow processes and Quality Assurance requirements
- Supporting other teams within the department according to the needs of the business
Desirable
- Previous customer service experience
- Customer service qualification
- Previous experience within the waste industry
- Commercial awareness
- Previous experience of using CRM applications e.g Salesforce
- Ability to speak another language
Qualifications, role specific Knowledge & Skills
- A commitment to providing a great customer experience
- Excellent written & verbal communication
- Strong interpersonal skills
- Attention to detail
- Must possess excellent telephone etiquette
- Proven ability to work under pressure
- Focused and self-motivated
- Patient and able to effectively handle conflict situations and provide empathy
- Ability to multitask
- Computer literacy
- Typing 40 w.p.m.
- Working knowledge of Google Office Applications (Sheets/Docs)
