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For Companies At a Glance
- Tasks: Own customer queries and deliver top-notch service while supporting team goals.
- Company: Join Selecta, Europe's leading provider of self-serve coffee and snacks, serving millions daily.
- Benefits: Enjoy 25 days holiday, 5 weeks paid sick leave, and clear career development paths.
- Why this job: Be a customer champion in a dynamic environment with strong leadership support and growth opportunities.
- Qualifications: Strong communication skills, CRM experience, and the ability to thrive under pressure are essential.
- Other info: Diversity is valued; all backgrounds are encouraged to apply.
The predicted salary is between 28800 - 43200 £ per year.
Selecta is the largest provider of unattended self-serve coffee and convenience food in Europe, leading the way in vending solutions and specialist coffee services. We are hiring a Customer Experience Executive to join our newly formed Client Experience Department.
About Selecta
Selecta operates across 16 countries within Europe, serving 12 million people every day. Within the UK we deliver a national service, relied on and trusted by circa 3,500 businesses to serve tasty beverages and snacks at a variety of locations from workplaces to schools, universities and hospitals and everywhere in-between.
Responsibilities
- Taking ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer.
- Acting as a customer champion, delivering an excellent customer experience at all times and support with increasing our Customer Satisfaction, Customer Retention and Net Promotor Scores (NPS) scores.
- Acting as a brand ambassador when interacting with clients, consistently demonstrating high levels of integrity, diligence and professionalism.
- Supporting the Client Experience Leader with achieving key KPIs
- Assisting with the training of new starters.
- Providing support with ad-hoc projects and tasks as required.
- Liaising with Operations and Technical teams to identify and provide a resolution for customer issues.
- Supporting with initiatives to upsell or promote Selecta’s products or services.
- Maintaining an up to date knowledge of company procedures.
- Ensuring customer emails and phone calls are responded to within agreed department response times.
Qualifications
- Excellent understanding of what a great client experience.
- Strong organisational skills and excellent attention to detail.
- Strong communication skills and complaint handling experience, recognising the need to balance customer demands with company policies.
- Experience using CRM case management systems.
- Strong PC skills, especially Microsoft Excel, Microsoft Teams.
- An understanding of contracts, including services for merchandising and technical.
- Excellent time management capability and the ability to work under pressure in a fast-paced environment.
- Self-motivated, with the ability to work under minimal supervision.
Benefits
- 25 days holiday pa + bank holidays
- Security of 5-weeks paid sick leave
- Development opportunities available and clearly mapped career paths
- You’re supported by a strong leadership team
Please apply for consideration – we look forward to reviewing your CV.
Applicants must have the Right to Work in the UK permanently. In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview. Selecta UK recognises the benefits of a diverse workforce and we therefore welcome applications from all backgrounds and all sections of the community.
We look forward to receiving your application!
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Customer Experience Executive employer: Selecta
Contact Detail:
Selecta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive
✨Tip Number 1
Familiarise yourself with Selecta's products and services. Understanding their offerings will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during interviews.
✨Tip Number 2
Brush up on your CRM skills, especially if you have experience with case management systems. Being able to showcase your proficiency in these tools can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've handled customer complaints in the past. Highlighting your ability to balance customer needs with company policies will show that you're ready for the challenges of the role.
✨Tip Number 4
Demonstrate your organisational skills by discussing how you manage your time and prioritise tasks. This is crucial in a fast-paced environment like Selecta, where you'll need to juggle multiple responsibilities.
We think you need these skills to ace Customer Experience Executive
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and skills required for the Customer Experience Executive position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service and complaint handling. Use bullet points for clarity and include specific achievements that demonstrate your ability to enhance customer satisfaction.
Write a Strong Cover Letter: In your cover letter, express your passion for delivering excellent customer experiences. Mention specific examples of how you've successfully resolved customer queries or improved client satisfaction in previous roles.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the role.
How to prepare for a job interview at Selecta
✨Showcase Your Customer Service Skills
As a Customer Experience Executive, your ability to handle customer queries is crucial. Prepare examples of how you've successfully resolved customer issues in the past, highlighting your communication skills and ability to balance customer needs with company policies.
✨Demonstrate Brand Ambassadorship
Selecta values integrity and professionalism. During the interview, convey your understanding of the brand and how you would represent it positively. Share instances where you've acted as a brand ambassador in previous roles.
✨Familiarise Yourself with CRM Systems
Since experience with CRM case management systems is essential, brush up on your knowledge of these tools. Be ready to discuss any relevant experience you have and how you can leverage these systems to enhance customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and time management skills. Think about how you would handle high-pressure situations or tight deadlines while maintaining excellent customer service.