We are seeking a Customer Experience Agent to provide an excellent customer experience to our residential and business customers. As a key member of the Customer Experience function, you will play a role in ensuring that Wildanet offers an excellent customer experience throughout the customer journey and lifecycle.
Requirements
- Delivering a best-in-class customer experience to our residential and business customers
- Effective management of customers throughout the customer journey & lifecycle
- Managing complaint handling in line with Wildanet processes
- Meeting or exceeding key performance indicators (KPIs) and service level agreements (SLAs)
- Understanding, addressing and responding to the needs of customers contacting Wildanet
- Continuously evaluating and improving customer service processes, resources and tools
- Driving accountability for the delivery, improvement and optimisation of service provisioning processes
- Maintain accurate customer records and data across Wildanet’s systems
- Facilitate customer feedback and reviews to support and improve Wildanet’s reputation
- Effectively and efficiently undertake tasks to meet Wildanet’s targets for productivity, service levels and the ‘cost to serve’ each customer
- Actively review and collect data on the customer journey, to identify trends and opportunities for improvements
- Create and manage customer service reports, including tracking customer feedback and satisfaction scores across platforms
- Collaborate with other departments, including sales, marketing, and technical support, ensuring customer needs are met
- Triage customer complaints and support with the resolution using internal systems and escalation processes
- Outbound calling customers with updates for complaints, build issues and installation updates
- Managing the customers ‘One Touch Switch’ processes
Benefits
- Company Pension
- Employee Assistance Programme for you and your family
- Eyecare Vouchers
- Flexible Working
- Bespoke Training & Development Plan
- Spontaneous Awards
- Enhanced Sick, Family leave and Statutory Leave
- Flu Jabs
- Death in Service Benefit
- Paid leave for charity support
- Complimentary tea and coffee in the office
- Attractive holiday package
- Free Broadband (after probation has been passed)
- Access to generous discounts hub Wildanet Rewards & Recognition Hub
