Customer Survey Representative

Our client, based in Northfield, are seeking a Customer Survey Representative, who's primary responsibility is to contact existing customers via telephone and conduct brief reviews of their service experiences. As a Customer Survey Representative, your role is crucial in gathering valuable feedback to enhance customer satisfaction and improve service quality.

This is a 6 week temporary position that may be extended. Paying £12 per hour. The hours for the Customer Survey Representative are as follows:

Mon - Thurs - 9am - 5pm

Mon - Friday - 9am - 4pm

Customer Survey Representative Key Responsibilities:

Conducting Customer Surveys: Place outbound calls to existing customers to gather feedback on their recent service experiences. Follow a scripted questionnaire while maintaining a conversational tone to ensure a positive interaction.

Active Listening: Listen attentively to customers' responses, demonstrating empathy and understanding while probing for specific details regarding their satisfaction or concerns.

Recording Responses: Accurately record customer responses and feedback in the designated database or CRM system. Ensure all information is documented thoroughly and in a timely manner.

Problem Resolution: Identify and escalate any customer issues or complaints to the appropriate department or supervisor for resolution. Offer assistance or guidance when necessary to address customer concerns effectively.

Maintaining Professionalism: Uphold a professional and courteous demeanour at all times during interactions with customers. Remain patient and composed.

Adhering to Guidelines: Follow established guidelines and procedures for conducting surveys, ensuring compliance with company policies and regulations.

Achieving Targets: Meet or exceed performance targets for survey completion rates, quality scores, and customer satisfaction metrics.

Continuous Improvement: Provide feedback and insights based on customer responses to contribute to the ongoing improvement of products and services. Suggest areas for enhancement or refinement in survey processes.

Customer Survey Representative Requirements:

Excellent Phone Manner

Customer Service Skills

Active Listening

IT Skills

Attention to Detail

Time Management

Resilience

Team Player

Customer Survey Representative Education and Experience:

Previous experience in customer service, telemarketing, or phone-based surveys preferred.

Training in customer service techniques or call centre procedures is advantageous.

Due to the high volume of applications, we regret that we are unable to respond to each applicant individually. If you have not heard back from us within 48 hours, please assume your application has been unsuccessful. However, rest assured that we carefully review every CV, and if another suitable opportunity arises in the future, we will be in touch. Thank you for your understanding