Salary: £19,000.00 to £20,000.00 /year
CUSTOMER CARE CHAMPION
Zoom Fulfilment Services ltd are seeking to appoint a Customer Care Champion. The successful candidate will lead the project to improve customer care within the business.
Zoom are a provider of call centre and warehousing services for a number of different businesses. Our clients are across a variety of business sectors, and all are selling direct to consumers via the web and catalogues. As such we are responsible for handling all contact with the client’s customers (email, webchat, telephone, and post) and for fulfilling customer orders (and any returns). From the end consumer’s perspective we are the face of the client and act as such.
WHY HAS THE POSITION ARISEN?
Zoom recognise that as ecommerce is growing consumers expectations are changing and consumers have greater expectations of the service they receive. Equally, as ecommerce is growing the way consumers interact with businesses is changing with more electronic communications, faster responses being required, and the growing use of social media for consumers to express their views of brands. Zoom recognise that they too therefore need to change to meet these expectations.
RESPONSIBILITIES OF THE ROLE
The successful candidate will be directly responsible for training and managing the team that deals with emails and Feefo responses. This will involve achieving response SLAs , creating/ improving existing response templates, and feeding back issues to the business and to clients.
The role holder will also work closely with the rest of the management team to create action plans to address issues highlighted from the customer feedback – this will cover areas such as call centre agent behaviours, warehouse processes, accuracy and timeliness of communications.
Zoom are looking for a graduate level educated person with experience of working in a customer focused environment. They will need to demonstrate a passion for service, with high levels of drive and enthusiasm. They will need to demonstrate success in managing multiple clients and priorities whilst achieving short and long term success.
Success in the role will be measured by an improvement in the client Feefo scores relating to service.