At a Glance
- Tasks: Be the go-to person for customer queries, ensuring top-notch service and support.
- Company: Join GRENKE Leasing, a leading specialist in Sales Aid Leasing with a global presence.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Dynamic team atmosphere with a focus on collaboration and problem-solving.
- Why this job: Make a real difference in customer experiences while building valuable skills.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 25000 - 32000 £ per year.
Headquartered in Guildford, Surrey, GRENKE Leasing is a specialist Sales Aid Leasing company. We partner globally with many leading equipment manufacturers and resellers within Print, IT, Telecoms and numerous other asset groups. GRENKE began trading in the UK in 2002 and since then has expanded significantly opening offices in many of the UK’s major towns and cities.
We are hiring one permanent member of staff to the Customer Experience Team.
As a Customer Experience Specialist it is your job to ensure an excellent and valuable customer experience placing you as the first point of contact for our customers. You will understand and meet the customers’ needs by managing phone and email communications always ensuring a high quality of service. Your typical working day will be characterised by various activities:
- Taking inbound calls, making outbound calls to customers, handling email queries for all sales branches, performing straightforward administrative tasks and managing the customer portal.
- Queries outside the remit of the responsibilities of the role would be either forwarded to the appropriate department for response back to the customer or escalated to management.
- You will interact with many departments within the organisation depending on the nature of the customer request.
RESPONSIBILITIES
- Be the central contact for our lease customers, taking ownership of their needs and delivering an exceptional customer experience.
- Responding promptly, and professionally to customer enquiries for support and information requests for contracts via both inbound customer calls and service emails.
- Provide knowledgeable assistance to customers in order to resolve queries accurately and efficiently ensuring quality standards are in place.
- Maintain a solutions-oriented approach to challenges, ensuring efficient and effective problem resolution.
- Route calls through to specific departments where queries are outside of the team's responsibilities.
- Collaborate with other internal departments or external customers to action customer requests successfully.
- Process administration tasks and manage the customer portal.
- Escalate customer issues to the appropriate department or management team as appropriate.
- Provide feedback to management on customer issues, concerns and trends.
EXPERIENCE AND SKILLS
- Previous experience delivering customer support via phone, ensuring high levels of satisfaction through clear communication.
- A strong communicator who is confident engaging with customers over the phone and able to build rapport quickly and professionally.
- Basic knowledge of financial sector area.
- Passion for customer service and driven to achieve first contact resolution by putting the customer first.
- Demonstrate exceptional organisational skills and the ability to handle multiple responsibilities with efficiency and accuracy.
- Excellent written and verbal communication skills.
- Take pro-active ownership of a customer query through to resolution.
- Problem solving mentality with attention to detail.
- IT literate with a good knowledge of Microsoft Office products.
Customer Experience Specialist in Guildford employer: The GRENKE Group
GRENKE Leasing is an exceptional employer located in Guildford, offering a vibrant work culture that prioritises customer satisfaction and employee development. As a Customer Experience Specialist, you will benefit from a supportive team environment, opportunities for professional growth, and the chance to make a meaningful impact on customer interactions within a dynamic and expanding company. With a focus on collaboration and innovation, GRENKE provides a rewarding workplace where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in Guildford
✨Tip Number 1
Get to know the company inside out! Research GRENKE Leasing, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for customer experience.
✨Tip Number 2
Practice your phone skills! Since you'll be handling calls, try role-playing with a friend or family member. This will help you feel more confident and ready to tackle any customer queries that come your way.
✨Tip Number 3
Be prepared with examples! Think of times when you've gone above and beyond for a customer. Sharing these stories during your interview will highlight your problem-solving skills and dedication to customer service.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the team at GRENKE Leasing!
We think you need these skills to ace Customer Experience Specialist in Guildford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Specialist role. Highlight your previous experience in customer support and how it aligns with the responsibilities mentioned in the job description.
Show Off Your Communication Skills:Since this role is all about engaging with customers, demonstrate your excellent written communication skills in your application. Use clear and concise language, and don’t forget to proofread for any typos!
Highlight Problem-Solving Abilities:We love a proactive approach! Share examples of how you've tackled customer queries or challenges in the past. This will show us that you have the right mindset for delivering exceptional customer experiences.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at The GRENKE Group
✨Know Your Customer Experience
Before the interview, brush up on what exceptional customer experience means to you. Think about examples from your past roles where you went above and beyond for a customer. This will show that you understand the importance of customer satisfaction and can relate it to GRENKE's values.
✨Practice Your Communication Skills
Since this role involves a lot of phone and email communication, practice articulating your thoughts clearly. You could even do mock interviews with a friend or family member. Focus on being concise yet informative, as this will reflect your ability to handle customer queries effectively.
✨Familiarise Yourself with the Company
Take some time to research GRENKE Leasing and its services. Understanding their business model and the industries they serve will help you tailor your answers during the interview. It shows genuine interest and helps you connect your skills to their needs.
✨Prepare for Problem-Solving Scenarios
Think of potential customer issues you might face in this role and how you would resolve them. Be ready to discuss your problem-solving approach and provide specific examples. This will demonstrate your proactive mindset and ability to handle challenges effectively.
