Customer Experience Executive

High Wycombe, Buckinghamshire
£21000 - £23000/annum
18 Oct 2016
17 Nov 2016
Contract Type
LinkPoint specialises in the recruitment of high quality candidates in the Customer Services and Telecommunication sector. We have an excellent opportunity for a Customer Experience Executive role to join our client in High Wycombe.

Our client provides world class innovative communications solutions across the four cornerstones of IT Infrastructure; Voice, Data, Mobility & Applications.

Customer Experience Executive's Core Duties

Primary contact for all inbound customer telephone calls and email traffic
Manage faults and requests in line with relevant third party processes, on behalf of the customer within SLA
Provide regular, proactive and timely communication / progress updates to internal and external customers
Own and be fully accountable for all 1st line incidents / faults / service requests through to final resolution and satisfactory conclusion
Be fully conversant on network Pricing and Tariff information to manage enquiries effectively and provide the best advice
Be responsible for accurate logging and processing of ALL incidents/faults/service requests within all systems - internal and external
Ensure customer records within CRM are regularly and accurately updated providing a full audit trail of all incidents/faults and service requests
Managing customer expectations, differing obligations plus both standard and bespoke processes

Customer Experience Executive's Skills required

Able to quickly absorb new technical information and then apply and communicate effectively
Ability to work under pressure and with time constraints
Able to demonstrate a systematic approach to problem solving and have the ability to make informed decisions
Able to work under your own initiative with a high level of accuracy and attention to detail

Customer Experience Executive's Key Experience

Experience in a customer focused role with a proven knowledge of customer service excellence
At least 6 months within the Telecommunications industry - mobile and fixed line telephony experience is advantageous
Experience of working on a Service Desk, preferred
A minimum of 5 GCSE?s grade C and above including Maths and English
Working knowledge of Microsoft packages such as Excel, PowerPoint and Word