Description
This role involves handling escalated and emotive customer contacts, resolving issues, and driving positive business change. You will investigate customer concerns, deliver excellent service, and promote high standards of communication.
Key responsibilities include:
- Investigating customer contacts competently and impartially
- Delivering excellent service to retain customers
- Managing own workload and updating internal and external customers
- Communicating effectively with stakeholders
- Handling high-priority escalations from various departments
- Assisting with professional complaints
- Proactively identifying areas for process improvement
- Navigating multiple systems to resolve issues
- Being accountable for own metrics, such as First Contact Resolution and Customer Satisfaction
The role requires a customer-focused mentality, extensive experience in Customer Service, and the ability to make sound decisions autonomously. You should have a sound knowledge of all areas of the business and be able to build rapport with key business areas.
Asda offers a hybrid way of working, with a minimum of 3 days a week in one of their Home Offices. Benefits include:
- Discretionary company bonus
- Company pension up to 7% matched
- 15% colleague discount in-store and online
- Free access to wellbeing services, including Stream, 24/7 virtual GP, counselling, health and dental cash plans, and employee assistance helpline
- Asda Allies Inclusion Networks
- Excellent parental leave policies