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Customer Satisfaction Expert

Shift Group Ltd
Job LocationPlymouth
EducationNot Mentioned
SalarySalary not specified
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Customer Satisfaction ExpertPlymouthFull Time- working 5 out of 7 days a week (including weekends)Who are ShiftWe are a rapidly growing tech marketplace, with an entrepreneurial ethos, focused on investing and developing cutting edge technology. We use algorithms to match van and truck capacity of drivers already on the road to offer consumers and businesses a wayto move anything, at any time, on their schedule. We create availability flexibility and efficiency, meaning reduced costs and environmental impact.We are a VC backed company, with a mission to disrupt the logistics market. If you have the drive and determination to make an impact on an expanding business, then Shift are here to deliver your next career move.The opportunity: Customer Satisfaction ExpertDue to significant existing and future growth, we are expanding at Shift and looking for a Customer Satisfaction Executive. You will be responsible for monitoring customer bookings, tracking driver routes and managing any escalations.The main crux of the role is to proactively intervene when required to do so, ensuring that all customers have a fantastic experience. Commitment to delivering excellent customer service and providing effective complaint resolution are vital parts of thisrole.Responsibilities included as a Customer Satisfaction Expert:

  • Proactively monitor daily scheduled booking, ensuring high standards are met. This will involve understanding planned/booked arrival times and ensuring that drivers are adhering to these times and their routes
  • Intervening with drivers and customers when things are not going to plan and ensuring that customers feel supported and delighted with the overall Shift experience
  • Supporting customers with completing more complex tasks involving changing their booking and sourcing new drivers when the allocated driver can no longer complete the job
  • Engaging with customers who have had bookings completed and provided feedback that they are not fully satisfied with the service. This may also involve responding publicly summarising how we have addressed any issues on 3rd party review sites and platforms
  • Take ownership to fix any problems that arise so that customers are supported and compensated where needed
  • Develop a good understanding of business workflow and tools and provide efficient and effective response to users
RequirementsWhat you need to bring:
  • Previous experience working in a complaints or 2nd tier customer support team role
  • Proven track record of "turning frowns upside down"
  • Comfortable following processes but also suggesting any refinements
  • Resilient and patient when liaising with customers and drivers
  • Strong customer focus
  • Commercial awareness
  • Strong rapport building and interpersonal skills
  • A drive for personal growth and development
  • A sense of humour!
If you have the drive and determination to make an impact on a growing business, apply now!

Keyskills :
Customer servicecomplaint handlingEscalations

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