Customer Care Senior Specialist- NLG
Customer Care Senior Specialist- NLG
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Salary Not Disclosed
1 Vacancy
Job Description
Reporting to the Site Operations Lead NLG you will play a key role in delivering effortless customer experiences while providing frontline support and guidance to NLG Customer Care Specialists. As a Senior Customer Care Specialist you will act as a subject matter expert assisting with escalations coaching and helping to uplift overall team performance.
As a Senior Customer Care your key responsibilities will be:
Key Responsibilities
Customer Experience & Case Management
Own customer enquiries across all channels ensuring timely accurate and empathetic resolutions.
Manage followups and case progress efficiently to reduce repeat contact and drive firstcontact resolution.
Team Support & Subject Matter Expertise
Be a goto support for customer care specialists handling escalations floorwalking and realtime queue monitoring.
Provide onthejob coaching and reinforce process knowledge and service standards.
Partner with team leads to spot capability gaps and support continuous improvement.
Training & Quality
Support onboarding and refresher training by sharing expertise and modelling expected behaviours.
Conduct quality evaluations & CSAT reviews to provide constructive feedback to lift interaction standards.
Stay up to date with changes in policy systems and product knowledge.
Culture & Engagement
Lead by example with a positive peoplefirst mindset.
Contribute to a respectful inclusive team environment where everyone feels supported and valued.
Qualifications :
The ideal candidate will have:
Vast experiencein a customer services environment with a proven track record of offering exceptional customer service.
Excellent written and verbal communication skills.
An outstanding phone manner being able to express ideas thoughts and concept clearly using correct and appropriate language organisation and structure.
Experience with Salesforce CRM and the full MS Office suite is an added benefit.
Great attention to detail and accuracy of work.
The ability to work with a sense of urgency and thrive working under pressure.
Have the ability to work with a diverse array of people and build successful working relationships with both internal and external customers.
Have an outstandingtrack record of reliability.
you will be arole model for your colleagues and really live an breathe think customer and think team!
An ability to demonstrate flexibility and adaptability thinking outside the box.
As this role is all about teamwork and working to KPIs and tight timeframes we are after someone that can be relied on to have great punctuality and who has a proven attendance record.
Additional Information :
This is a great opportunity for someone who is wanting to learn and grow in a leadership position and get exposure to the people leading the world. This will offer loads of development and insight about the Warehouse Groupbusiness with some good fun and laughs along the way.
If this sounds like you apply now !
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
