Customer Experience Advisor

Customer Experience Advisor needed for a fast-growing business in Tunbridge Wells.

The Customer Experience team provides full support to selected customers and ‘manage’ all areas of the customer’s account.

We are looking for a Customer Experience Advisor who is passionate about providing high standards of customer service and delighting customers. This role will be to provide comprehensive support and exceptional service levels to enrich customer journey. Providing support to our customers as well as our Account Management team, setting them up for success and taking a proactive approach to customer care and customer engagement.

Responsibilities:

• Monitoring Service Tickets from start to completion.
• Reviewing and validation of service job sheets for accuracy.
• Validating Service Reports (Job sheets) from 3rd Party Suppliers.
• Validating Warranty Status on service tickets.
• Closing Service Tickets.
• Raising customer invoices for service tickets.
• Liaising with customers – Purchase Order requirements
• Liaising with internal technical support to validate product usage.
• Liaise with 3rd party suppliers regarding service levels.
• Escalations to 3rd party suppliers.
• Service Ticket queries and follow through to resolution.
• Support Account Managers on ticket volume reports for key accounts.
• Attend 3rd party and customer meetings (online), providing feedback and overviews
• Validating labour costs, product used.
• Reviewing and validating 3rd party supplier purchase orders.
• Sense check billing data reports for allocated customers.
• Platform validation. – use of internal platform for vehicle / project monitoring.
• Monthly Service Billing for key accounts.

Qualifications:

• A good knowledge of computer systems and a keen interest in technology is required.
• Excellent communication skills: verbal and written.
• Customer Service orientated.
• Detail orientated.
• Administration experience.
• Ability to prioritise and multitask
• (Microsoft Office 365), Use of other internal bespoke systems. – Strong Excel an advantage

Perks of the Role;

• Competitive Salary
• Monday-Friday only 9 am-5 pm
• Hybrid working model.
• Free parking on site
• Health Assured Employee Assistance Programme (EAP)
• Private Medical Insurance
• 25 days of holiday plus Bank Holidays
• Life Assurance (x4 salary)
• Pension

This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today!