Call Centre Agent - Customer Engagement

Customer Engagement Representative
Monday - Friday with Alternative Sundays.
8am-5pm
Salary - £27,000

Overall Purpose of the Role; To own the Customer Journey for a defined geographical area working across business channels to ensure best possible experience for our customers.

What is it like to do this role; Varied! This role will provide the opportunity to work with a large variety of customers and across all customer facing departments, ensuring that the client are meeting & exceeding customer expectations providing a seamless experience and easy to do business with approach.

Main Duties & Responsibilities include.

• Own your defined geographical areas.
• Call customers as per daily call plan – adjust as per individual customer call requirements with minimum frequency set at once per month for all nominated accounts. Outbound Calls.
• Take inbound calls and action as required.
• Work with all customers including those who place via EDI / Portal / Wholesale / Upload or Webshop to support them on the customer journey.
• Check customer details are logged in CE correctly; contact number, contact name, email address, address, postcode, times open for deliveries
• Action order amends and add-ons for your customers (phone & web orders).
• Monitor customers for their Return on Investment (ROI) where they have equipment Free on Loan (FOL).
• Gain new listings to support ROI achievement.
• Work with sales team to generate leads for your territory – load leads in CE, allocate to correct salesperson & follow up with internal & external customer.
• Work through lapsed account list to reactivate customers working with your field-based colleagues and adding to your call plan.
• Complete pricing calculators for IFS / Retail accounts following current approval process aligning with your field-based colleagues.
• Liaise with Channel Managers for any opportunities in National / Regional Accounts especially non trading or poorly trading sold to accounts.
• Ensure your territory customers are aware of promotions, NPD, Catalogue, allergen changes etc as relevant.
• Support clearance drives.
• Work with Ecommerce & CE Executives to support registering customers for webshop.
• Support your existing webshop customers with password resets as & when required.
• Support your existing webshop customers by briefing them on new features of the site when released.
• Explore any issues customers maybe experiencing with the business and drive / support resolution through case management.
• Work with sales team, AR & SDA to ensure no outstanding debt and accounts are closed in F&O / CE for accounts that no longer wish to trade with the company / have ceased to trade.
• Raise issues in case management allocating to relevant individual / department for follow up, including 1st line QC queries.
• Escalate or make aware the allocated account manager for customer issues if support required.