Job Summary: 

• Act as a point of escalation for complex complaints picked up by the customer support teams that require knowledge or store engagement to resolve.
• Support the resolution of exec complaints with the Executive Contact Manager.
• Respond to concerns always escalated to the Executive team and liaise with Team Managers on the most appropriate person to respond to new inquiries maintaining ownership
• Keep customers updated on the progress of their complaints and agree to suitable resolutions with them
• Keep the business informed at all times of case progress and next steps.
• Handle complaints raised through third-party adjudication services such as Trading Standards and Ombudsmen
• Help develop and apply consistent customer resolutions where we have multiple complaints about the same reason (products, pricing errors, etc)
• Promote and maintain high standards of communication in line with Contact Centre standards for both verbal and written contacts.
• Ensure that all communication abides by legal and regulatory guidelines.
• Ensure all contacts and outcomes are logged effectively in Salesforce CRM

Skills on Resume: 

• Complaint Escalation Resolution (Soft Skills)
• Executive Complaint Management (Soft Skills)
• Stakeholder Liaison (Soft Skills)
• Customer Communication Management (Soft Skills)
• Case Progress Tracking (Hard Skills)
• Third-Party Adjudication Handling (Hard Skills)
• Consistent Resolution Development (Hard Skills)
• Salesforce CRM Logging (Hard Skills)

Job Summary: 

• Play a pivotal role in the team, working with clients to provide solutions, logging, and managing cases, and maintaining the CRM system daily.
• An exceptional communicator, both over the phone and via email
• Help support both the team and clientele. 
• Find solutions and prevent future queries/issues through effective problem-solving.
• Act as the first point of contact for client service and administration complaints received by team members via email and telephone and support the team in answering ad-hoc client inquiries
• Ensure all activity is in line with current compliance/regulatory guidelines and service levels
• Maintain/Updating client databases, including SAP, Excel, and Outlook email and calendar
• Liaise with other departments across the business such as Sales, Production, Delivery team, etc. daily, supporting administration tasks
• Logging cases on the CRM system (SAP)
• Adhere to client scopes of work and other performance-regulating documentation relating to order management/provision
• Keep clients informed of their order progress, report and resolve faults
• Respond to all queries/requests promptly, in line with service level agreement

Skills on Resume: 

• Client Solution Management (Soft Skills)
• Case Logging and Management (Hard Skills)
• CRM System Maintenance (Hard Skills)
• Phone and Email Communication (Soft Skills)
• Problem-Solving (Soft Skills)
• Compliance and Regulatory Adherence (Hard Skills)
• Cross-Department Collaboration (Soft Skills)
• Client Database Maintenance (Hard Skills)

Job Summary: 

• Mapping the customer journey from point of sale to settlement
• Drive and implement client relations policies through the CRM
• Work closely with internal stakeholders, including the Development Team, to ensure delivery to customers
• Assist customers with post-sale variations
• Work on the customer loyalty program
• Manage sales agreements and contracts
• General sales administration tasks involved with post-sale activities
• Develop and maintain excellent relationships with customers throughout their purchase journey and beyond
• Maintaining regular contact for Key Accounts
• Supporting the Business Development Manager in identifying and engaging potential prospects

Skills on Resume: 

• Customer Journey Mapping (Hard Skills)
• Client Relations Policy Implementation (Hard Skills)
• Internal Stakeholder Collaboration (Soft Skills)
• Post-Sale Support (Soft Skills)
• Customer Loyalty Program Management (Hard Skills)
• Sales Agreement and Contract Management (Hard Skills)
• Key Account Management (Soft Skills)
• Prospect Engagement Support (Soft Skills)

Job Summary: 

• Logging and reporting all customer inquiries and complaints
• Liaise with policyholders throughout the investigation
• Complete investigations assigned to you from the initial complaint through to the final response
• Prepare case files for the financial ombudsman services
• Manage FOS queries
• Manage overdue debt and send SOA.
• Review pricing conditions, and master data for the customers assigned
• Collaborating with the product development team to communicate progress on Key Projects to Clients and External Partners
• Maintaining the CRM Systems
• Effectively provide solutions to problems, and exceptional client support at all times

Skills on Resume: 

• Customer Inquiry Logging (Hard Skills)
• Policyholder Liaison (Soft Skills)
• Complaint Investigation Management (Hard Skills)
• Financial Ombudsman Case Preparation (Hard Skills)
• FOS Query Management (Hard Skills)
• Debt Management and SOA (Hard Skills)
• Pricing and Master Data Review (Hard Skills)
• Client Support and Problem-Solving (Soft Skills)

Job Summary: 

• Answering incoming customer requests through email, phone, website and chat platforms.
• Responding to customers in a professional and friendly manner.
• Dealing with customer renewals
• Tracking late payments and following up with customers in a friendly and timely manner.
• Help the team to obtain and process information to help us grow and develop.
• Meet customers on-site, deal with onsite emergencies, liaise with contractors, and help the wider team with Marketing and Growth.
• Manage the relation and communication with the clients and internally with the other departments for all order to cash processes tasks.
• Monitoring the status of the order, checking if there are any blocks of financial, commercial, or stock nature and releasing the orders to the warehouse accordingly.
• Manage returns making sure are correctly processed by the warehouse and issuing credit notes.
• Manage claims and all deductions received from the retailer.

Skills on Resume: 

• Customer Request Handling (Soft Skills)
• Customer Communication (Soft Skills)
• Renewal Management (Hard Skills)
• Payment Tracking (Hard Skills)
• Emergency and Contractor Liaison (Soft Skills)
• Order to Cash Management (Hard Skills)
• Returns Processing (Hard Skills)
• Claims Management (Hard Skills)

Job Summary: 

• Acting as the first point of contact for customers, concerning order placement, order-related queries, complaints, product and service information, and account information.
• Assist customers specifically to delivery follow-up and customer feedback/complaints.
• Being a member of the Customer Relations Team demonstrates the objective of ensuring delivery of all orders processed, and the resolution of all complaints and inquiries received by the team, thereby ensuring customer satisfaction.
• Acts on the defined process at the country level and with the wider shared services team to help ensure a full customer-focused approach is delivered.
• Seeks to identify root cause issues and develop improvements with senior management
• Seeks to maximize customer satisfaction by providing professional customer service handling for both internal and external customers.
• Ensure adherence to core CCC and HPO OTC KPI and KII’s and associated reporting
• Demonstrates full personal ownership and resolution of customer inquiries across all businesses
• Suggest and participate in continuously improving service level to Customers as well as work efficiency and productivity.
• Build and maintain good working relationships with Customers, continuously up-keeping customer service standards

Skills on Resume: 

• Customer First Contact (Soft Skills)
• Delivery Follow-Up (Soft Skills)
• Complaint Resolution (Soft Skills)
• Process Adherence (Hard Skills)
• Root Cause Identification (Hard Skills)
• Customer Satisfaction Maximization (Soft Skills)
• KPI Reporting (Hard Skills)
• Relationship Building (Soft Skills)