Customer Experience Agent

Location:
Bristol, Cardiff and Herford

Salary: £26,000 - £30,000

As a Customer Experience Agent, you will be the first point of contact for our customers providing technical support as well as dealing with invoice and contract enquiries. We are looking for candidates to have excellent communication skills and a passion for providing customers with an exceptional service.

Responsibilities:

• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintaining a process driven work environment.
• Manage a variety of queries from start to completion including Billing and service-related matters.
• Ensure all MI is updated.
• Identify own training requirements.
• Understanding and resolving faults within SLA.
• Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.
• Collate and communicate fault information to ensure quick resolution.
• Manage process for communicating service affecting issues to the organisation and our customers.
• Monitor to define patterns and work to lessen recurrence.
• Co-ordination of internal and external resources.
• Liaising with other surrounding support teams on faults/assurance.

Skills Required:

• Passionate about the Customer Experience and delivering excellent service.
• Strong customer experience skills
• Resilient, with the ability to multi-task and stay calm under pressure to allow them to make the most informed decision with each customer engagement.
• A positive, solutions focused mindset coupled with a can-do attitude to always deliver for our customers.
• The ability to adapt and negotiate/mediate.
• Decision making skills.
• Interest in Technology and Innovation.

Benefits:

• 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• Employee Assistance Programme
• Enhanced company sick pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Annual Salary Review
• SCG Mobile Benefit
• Employee Referral Bonus
• Pension Scheme
• Free On-Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.