CustomerServiceExecutive

Reactive customer experience within their dedicated accounts

Oversee and improve the customer journey

ensuring a positive and seamless experience

from initial request to case closure on a reactive basis

Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience

Target CSAT levels within customer base above 4 and action responses or feedback below this

Target first touch resolution for all queries including small orders

ensure costs and products are in line with the customers’ existing estate

Ensure all internal SLAs are met for customers initial response within 24 hours (subject to change)

Ensure Inbound calls answered within SLA

Ensure all emails are responded to in a full and in a customer focused manner

Ensure all customer contact details are updated in the CRM

Drive customer retention

reduce churn and increase customer satisfaction

Ensure reactive management is in line with expectations

Target first time resolution on all cases

Maintain compliance with industry standards and regulatory requirements

Own cancellation cases in entirety

Own personal case queue management

Use CRM tools to monitor customer experience and track all interactions

Build relationships through day-to-day contact at the customer

Maintain relationships within the customer

driving satisfaction for the customer

Take and process small orders

Ability to champion opportunities to consistently improve the brand experience

Focus on being an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings

Is prepared to own every case for the assigned customers and ensure they are resolved in a timely and comprehensive fashion

Ability to use all communication mediums between customers and the company to ensure a smooth customer experience