Customer Escalations Coordinator

Antal International

  • Bracknell, Berkshire
  • £114 per day
  • Permanent
  • Full-time
  • 2 months ago
Job DescriptionOur international client requires an experienced Customer Escalations Coordinator for a minimum period of 6 months.The Customer Escalations Coordinator is an important role in supporting the Customer Operations objective of being industry leading in customer experience to maximise customer retention and loyalty. You will be resolving complex Level 3 customer escalations. Level 3 are very complex cases which could involve the legal department, factory investigations, complex technical diagnosis and occasional visits to the client or the European Quality department.The role is responsible for managing and resolving difficult customer situations once escalated from our Level 2 team. Key skills are showing empathy and understanding of the customer situation, identifying solutions that maintain the customer confidence in the brand whilst balancing the commercials.You will also manage all customer and dealer communication for all product Level 3 complaints. This is a non-inbound role giving the time to focus on resolving the case in the best way within the agreed SLAs.The ideal candidate will have excellent problem-solving skills which facilitates key decision making and great at building relationships with customers, all internal departments, and key stakeholders.In addition, this associate will be the link for the Customer department, the network, and the area field teams.Responsibilities:
  • Represent the business values and customer experience to each customer by resolving complex Level 3 complaints in a timely, positive way.
  • Must have strong communication skills across all channels of customer contact: outbound phone calls, emails, letters, and exceptional times face to face meetings.
  • Confidently communicate with dissatisfied customers and clearly set expectations and always keep promises in re-contacting through exceptional time management.
  • Gather all necessary information from the customer, network, and internal departments to make commercial, customer friendly decisions to drive retention.
  • Ensure all enquiries are recorded onto the customer tracking system and coded correctly. The information is then used to improve the business for the benefit of the customer and to report to the Senior Management Group and Research and Development.
  • Deal with high level cases including working with our legal department and Service Quality division to comply with all procedures.
  • Proactively identify any process gaps within the team and create relevant countermeasures to ensure they are streamlined and add value to our customer experience.
  • Utilise the goodwill budget in a consistent, sensible way to help our customers when there is a clear justification.
  • Process incoming invoices or create purchase orders to ensure our suppliers and dealers are paid within set timelines.
  • Take ownership for escalated, high-cost contacts from the network to ensure all process is adhered to and a timely resolution.
  • Able to work independently to make sound business decisions with customers to drive retention and protect the brand.
  • Take responsibility for all requests from Data Protection Manager on all Subject Action Requests or Data Breaches, ensuring completed within the necessary timeframes.
Qualifications & Experience:
  • Excellent team player that works well in a busy environment
  • Empathetic and customer centric
  • Self-motivated and capable to make logical decisions using your own initiative.
  • Flexible and adaptable approach to work, balancing priorities and working to tight deadlines.
  • Confident to work on the database systems.
  • Excellent interpersonal, communication and relationship building skills with the confidence to communicate with customers, external partners, and peers in an articulate manner.
  • Strong attention to detail.
  • Experience of dealing with challenging situations with the ability to stay calm and patient.
Desirable
Previous complaint management experience in a customer environment.Duration: Minimum period of 6 months

Antal International