Customer Experience Specialist

INTRODUCTION

Headquartered in Guildford, Surrey, GRENKE Leasing is a specialist Sales Aid Leasing company. We partner globally with many leading equipment manufacturers and resellers within Print, IT, Telecoms and numerous other asset groups.  GRENKE began trading in the UK in 2002 and since then has expanded significantly opening offices in many of the UK’s major towns and cities.

We are one hiring one permanent member of staff to the Customer Experience Team.

Reports To: Team Leader, Customer Experience                                       

Location: Guildford, Surrey, GU1 1UN.

As a Customer Experience Specialist it is your job to ensure an excellent and valuable customer experience placing you as the first point of contract for our customers. You will understand and meet the customers’ needs by managing phone and email communications always ensuring a high quality of service. Your typical working day will be characterised by various activities: Taking inbound calls, making outbound calls to customers, handling email queries for all sales branches, performing straightforward administrative tasks and managing the customer portal. Queries outside the remit of the responsibilities of the role would be either forwarded to the appropriate department for response back to the customer or escalated to management. You will interact with many departments within the organisation depending on the nature of the customer request.

RESPONSIBILITES

• Be the central contact for our lease customers, taking ownership of their needs and delivering an exceptional customer experience.
• Responding promptly, and professionally to customer enquiries for support and information requests for contracts via both inbound customer calls and service emails.
• Provide knowledgeable assistance to customers in order to resolve queries accurately and efficiently ensuring quality standards are in place.
• Maintains a solutions-oriented approach to challenges, ensuring efficient and effective problem resolution.
• Route calls through to specific departments where queries are outside of the teams responsibilities.  
• To collaborate with other internal departments or external customers to action customer requests successfully.
• Processing of administration tasks and management of the customer portal.
• Escalate customer issues to the appropriate department or management team as appropriate.
• Provide feedback to management on customer issues, concerns and trends.

EXPERIENCE AND SKILLS

• Previous experience delivering customer support via phone, ensuring high levels of satisfaction through clear communication.
• A strong communicator who is confident engaging with customers over the phone and able to build rapport quickly and professionally.
• Basic knowledge of financial sector area.
• Passion for customer service and driven to achieve first contact resolution by putting the customer first.
• Demonstrate exceptional organisational skills and the ability to handle multiple responsibilities with efficiency and accuracy.
• Excellent written and verbal communication skills.
• Take pro-active ownership of a customer query through to resolution.
• Problem solving mentality with attention to detail.
• IT literate with a good knowledge of Microsoft Office products.