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Job description

Job Description

Job Title

Customer Excellence Executive

Department/Team

Customer Excellence Team

Location

Unit 4, ST Modwen Park, Signet Way, Dordon, Tamworth, B78 2FG

Purpose of role

Outline the primary purpose of the role

• To act as a Customer Champion and provide second-to-none customer support together with an appropriate sales focus.
• To ensure all KPIs, personal or company, are met.

Areas of Responsibility

Customer Champion

• Answer customer emails using our Behavioural and ATLAS Frameworks.
• Ensure all assigned tasks for Marketplaces are completed within KPI.
• Process customer orders whilst adhering to our security processes to minimise fraud.
• Make sure all daily tasks are completed to the highest standard by taking full responsibility for personal targets whilst remaining focused on departmental targets and objectives. If any task failures are likely to occur, alert your Line Manager as soon as possible to take action.

Teamwork

• Maintain and develop good communication within the team to improve the efficiency of departmental goals.
• Actively share knowledge to help provide a better service to customers.
• Take ownership of your personal objectives and departmental tasks to help the team hit and maintain KPIs.

Reporting

• Deliver accurate, informative departmental reports to management in a timely manner.
• Highlight areas of concern to the CX Line Manager in a timely manner and contribute to finding relevant solutions.

Professional Development

• Application of the theory and practical skills learned.
• Be proactive in personal development; demonstrating an active role in expanding personal learning experience.
• Attend regular product knowledge and systems training sessions.

Other Responsibilities

• To undertake any other duties as required appropriate with the grading of this post.

Key relationships
Internal and external

Internal:

• Reports to: Customer Experience Deputy Manager then Customer Excellence Manager
• Working alongside: UK Office Teams, Logistics, Products, Purchasing and IT
• Supervises: Nobody

External:

• No external relationships

Date updated

9/5/23

Person Specification

Skills

• Essential - Excellent verbal and numerical skills.
• Essential - Ability to listen and understand the customer’s specific needs and circumstances and deliver on customer satisfaction.
• Essential - Achieve results with a tenacity to overcome obstacles and solve problems.
• Essential - Ability to work well under pressure and to strict deadlines.
• Essential - Ability to thrive on change, continually challenge existing processes and look for ways to improve them.
• Essential - Team working skills.
• Desirable - Keen interest in PCs, Gaming and the electronics industry
• Desirable - Multi-lingual
• Desirable - Ability to use Microsoft applications to a high standard

Attributes

• Strong problem-solving skills
• Clear communication skills
• Passion for electronic devices and PCs and Gaming
• Ability to use positive language and has a positive can-do attitude.
• Time management skills
• Willingness to learn

Experience

• Ideally 2 years+ of customer service experience (Essential)

Qualifications

• 5 or more A-C or 9-5 in GCSE including English Language and Mathematics
• Intermediate experience in Microsoft Applications (Desirable)

Job Types: Full-time, Permanent

Salary: Up to £21,500.00 per year

Benefits:

• Casual dress
• Employee discount
• Free parking
• On-site parking
• Work from home

Schedule:

• Weekend availability

Ability to commute/relocate:

• Tamworth: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Tamworth

Reference ID: CS-BOX