Move Experience Coordinator

RELOcruitment are delighted to be working alongside an award-winning Removals & Storage Firm. They provide professional removals and storage solutions all over the globe. They are now looking for a Customer Service Administrator to join their busy team based in Leeds. The ideal candidate will have strong Customer Service experience. Industry experience will also be beneficial however, this is not essential. The successful candidate will be the first point of contact for customers and will inspire confidence in the company brand with excellent communication and problem-solving skills.

Responsibilities

• Respond to customer enquiries via phone, email, and live chat in a timely and professional manner.
• Be available and own responsibility for your customers’ experience throughout their moving journey.
• Provide accurate information about products and services addressing customers’ needs and concerns.
• Maximise revenue through upselling optional extra products and services.
• Maintain excellent customer service and communication standards at all times work to KPI’s ensuring targets are met.
• Ability to problem-solve in order to achieve a positive customer outcome.
• Collaborate with team members to improve customer service processes and outcomes.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
• Stay up to date with product knowledge, company policies, and industry trends.

Key Areas of Focus

• Effective management of all incoming calls and enquiries.
• Recording of clear and accurate information provided by customers.
• Convert a customer initial enquiry into a quotation for the customer's move.
• Promote the company brand by encouraging customers to share their experiences on review platforms.
• Meeting productivity goals by being targeted on the number of moves managed each month.
• Effective cost control through customer interaction and excellent customer service.
• Methodical approach to post-move satisfaction.

Ideal Skills & Experience

• A customer centric approach and attitude.
• The ability to actively listen and show empathy and understanding at all levels.
• Excellent verbal and written communication skills.
• Ability to manage customer queries appropriately and efficiently.
• Be enthusiastic, self-motivated and positive in your approach.
• Have excellent organisational skills with the ability to prioritise workload and multi-task.
• Exhibits flexibility, be adaptable to change.
• Excellent time management, with the ability to work well under pressure.
• A passion for completing all tasks to the highest standard and be driven by results.
• Proficient IT skills – Office, Word, Excel.