Customer Complaint Handler
Dynamite Recruitment
Chandlers ford
Competitive salary
Dynamite Recruitment is working in partnership with a leading Fire and Security business. They have a track record of providing fantastic opportunities to candidates throughout the country. Due to their expanding team and client base, they are now seeking a Customer Experience and Retention Advisor
Your responsibilities as a Customer Complaints and Retention Advisor:
- To deal with all escalated complaints and escalated retentions opportunities that come into the customer service team
- Ensure all complaints and retentions are closed down correctly within the timescale agreed in our Service Level Agreements (SLA's)
- To manage the customer experience mailbox
- Ensure the data in Microsoft Dynamics NAV (NAV) is updated in order to resolve your complaint/retention, speaking to the CST Data & Onboarding Team where needed
- To make outbound customer care calls to obtain real life information from our customers on our service delivery, ensuring any issues are resolved either at the point of call or as soon as practicable
- Complete the customer satisfaction survey KPI's on a monthly basis.
- Send monthly complaints data to relevant managerial departments to highlight trends and allow for business improvement
- Highlight to stakeholders trends or issues that will affect business objectives
- Introduce our customers to other products and services we offer and therefore increase sales
- To answer the phone to assist with overflow calls from the wider Customer Service team
- Assist in audits ensuring the company maintains existing accreditations and to support the attainment of aspiring accreditations
- To have excellent liaison and communication to all customers and departments.
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Application opens at the source listing. Free for jobseekers.