Hybrid Client Relationship Advisor bei Exponential-e
Exponential-e · London, Vereinigtes Königreich · Hybrid
- Junior
- Optionales Büro in London
Exponential-e
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Job Description
Overall purpose of the job:
- To be responsible for maintaining and delivering the highest possible level of customer service; delivering above and beyond their expectations at all times.
- To ensure that where possible all customer enquiries (non-technical) and complaints are resolved to the customer’s satisfaction.
- To act as the ‘voice of the customer’ within Exponential-e providing valuable customer insight to the business to drive continual service improvement.
- To demonstrate the Exponential-e core values of Personal Responsibility in Delivering Excellence.
Key responsibilities for this job:
- To assess and resolve enquiries, requests and complaints, primarily by phone, email and letter to ensure that customer enquiries are resolved at the first point of contact, unless specialist knowledge or further investigation is required
- To use sound judgement and make decisions within established processes and procedures for each service request including logging, processing and progressing chasing enquiries
- To log and maintain various databases of communication between the customer and the business
- To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement
- To improve the data integrity and consistency of the Customer Relationship Management System (CRM)
- Owning all formal Customer Complaints for the business and pushing through for an efficient resolution, followed by formal correspondences to the customer
- Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member
Knowledge and experience required:
- 2 years of experience working within a customer service or contact centre role
- Experience dealing with customers face-to-face and over the phone
- Good working knowledge of Microsoft Office
- Excellent written and verbal skills
- Proven problem solver able to demonstrate analytical skills
- The ability to collaborate with the immediate team and virtual teams where applicable.
Desirable knowledge and experience:
- B2B experience in similar industry
- Experience using a Customer Relationship Management System (CRM)
- Knowledge of working within an ISO9001 and/or ISO20000 environments
- Knowledge of the ITIL Framework
- Experience working for a telecommunications provider
- Experience working in a managed services provider environment
Our People
Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
