Customer Service Representative

Job Title: Customer Experience Advisor

Location: Warrington, Cheshire, UK

Job Type: Part-time (Contract - 25 Hours Per Week)

Duration: 4+ Months

Job Description:

We are seeking a dedicated Customer Experience Advisor to join our Customer Experience team in Warrington. This role is crucial in providing professional and efficient responses to all inbound customer inquiries, ensuring 100% customer satisfaction regarding rates, service, and invoice queries, as well as handling service failures consistent with Veolia performance standards.

Working Hours:

• Monday to Thursday: 4pm - 8pm (flexibility to start at 5pm if needed)
• Saturday: 9am - 12pm

Key Responsibilities:

• Respond professionally and promptly to customer inquiries via multiple channels (phone, live chat, text, email, and Salesforce cases)
• Handle lift enquiries and minimize service failures where possible
• Provide rates/quotes, information on proof of collections, and assist with invoice enquiries
• Conduct customer reviews for feedback to ensure service satisfaction
• Handle complaints and referrals from various sources professionally
• Build strong relationships with internal and external customers
• Perform administrative tasks such as logging queries, booking waste collections, and sending welcome packs
• Support the sales team by logging and assigning leads, conducting contract checks, and assisting with pre-qualification questionnaires
• Upsell and cross-sell Veolia Products and Services to support business growth

Required Skills and Attributes:

• Excellent communication skills, both verbal and written
• Strong problem-solving abilities
• Customer-focused mindset
• Ability to work effectively in a team environment
• Attention to detail and ability to multitask
• Proficiency in using CRM systems, preferably Salesforce
• Flexibility to work evening and weekend shifts