Global Customer Service Quality Expert defining and driving quality standards across CMA CGM’s shipping network. Focused on service excellence, reducing customer effort, and enhancing the customer journey.
About the role
- Customer Support Advisor expanding exceptional service and enhancing customer experience at IOSH. Supporting training, handling complaints, and driving performance improvements in a collaborative team environment.
Responsibilities
- Expanding the Customer Service team to maintain exceptional service standards and enhance customer experience.
- Perform quality monitoring checks, conduct training sessions, and provide vital feedback to the Customer Service Centre team.
- Handle customer complaints with professionalism and ensure customer satisfaction.
- Support new staff onboarding and help coach and mentor existing team members.
- Drive performance improvements and provide valuable feedback impacting customer experience.
Requirements
- 2+ years' experience in customer service, including complaint handling in a multi-channel environment.
- Proven ability to train, onboard, and mentor staff, with strong communication and coaching skills.
- Experience in resolving complaints, performing quality checks, and providing actionable feedback.
- Strong problem-solving, organisational, and time-management skills to handle multiple tasks effectively.
- Familiarity with CRM systems and multi-channel contact centre environments, with experience in process improvement.
Benefits
- Hybrid working and flexibility to ensure a positive work-life balance.
- 25 days annual leave (plus bank holidays) increasing with length of service, with the option to buy more.
- Private medical insurance and healthcare cash plan covered by IOSH.
- Salary sacrifice pension scheme, minimum of 3% employee contribution whilst IOSH contribute 5%.
- Individual performance related pay scheme
- Up to five paid volunteering days per year
- Employee Assistance Programme to support you and your dependent's wellbeing.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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