Customer Experience CoOrdinator

Are you able to provide exceptional customer service?
Are you familiar with working with CRM systems?
Our client is searching for a Customer Experience Co-ordinator to join their team and would love to hear from you.
This role is based near Southwark, and will be hybrid once training has been completed.

Objective of the role:
The successful candidate will be part of the SRM Team & given a series of tasks and objectives required for the role. Central to this will be providing a quality customer experience through phone calls, emails and interactions with cases, to ensure we are providing cost-effective compliance to the customer.

Duties and Responsibilities

• Ensure customer experience is at the forefront of all interactions to enable us to provide a top-quality customer service
• Update our internal CRM systems in Salesforce, ensuring data is correct and utilised in the correct way
• Demonstrate initiative, self-drive and a will to accept ownership for performance attainment against KPIs.
• Meet and maintain high standards in customer correspondence, verbal, and written, via emails and reports.
• Be a key contributor towards quality control initiatives and a champion of Best Practices within the team. This will help us maintain a consistent level of frontline services for our customers and sub-contractors.
• To demonstrate commitment and willingness to collaborate effectively with other teams across the business. All actions must be aligned with the Metro Group’s strategic objectives

Skills & Experience

• Excellent Customer Service
• Client management and strong people skills
• Knowledge and experience of working with databases,
• Good working knowledge of MS Office programs, including Word, Excel
• Excellent communication skills, verbal, written and presentation
• Initiative and self-management
• Excellent organisational skills with the ability to multitask and prioritise
• Excellent administrative skills
• Willingness to Learn
• Salesforce, Tableau, AWS Qualifications would be desirable but not essential

Corporate Responsibilities

• Engage with colleagues across the business, improving the customer experience and helping us meet high levels of customer retention. The candidate is expected to show commitment and diligence with key customer portfolios, ensuring SLAs are well-regulated and issues are kept to a minimum.
• Support the General Manager(s) by demonstrating leadership and skills, and a desire to see issues and initiatives through to completion.

Continuous Improvement

• Work transparently, sharing knowledge with colleagues. Must be willing to embrace change and drive towards excellence, optimising efficiency whilst maintaining standard operating procedural documents; important for training purposes, as well as ISO requirements.
• A confident and nurturing presence is what we seek for the team and our associates. Setting a positive example at all times and acting as an able support to the management team. There is scope for development in this role.