Service Experience Colleague - Customer Service - Rochdale - G Connect Doc
- Employer
- Asda
- Location
- Rochdale, Greater Manchester
- Salary
- Competitive
- Closing date
- 17 Aug 2018
View more
- Sector
- Travel & Culture, Senior Management (Travel)
- Job Type
- Full Time
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Service Experience Colleague – Customer Service - Rochdale
About the role:
As Service Experience Colleague you will be responsible for driving the success of the ToYou proposition, through providing in-flight accurate insight into our performance and challenging and improving our core business.
The Ins and Outs:
• Ensure colleagues are using correct processes to fulfil all customer orders within proposition and using SCI reports to identify issues and challenge performance
• Investigate issues raised via the Asda Contact Centre and the Client Contact Centre, focussing on first time ‘warm’ resolution. (‘Right First Time’)
• Contributing to the success of the team performance by making suggestions that support first time resolution and improve the service experience for the consumer
• Providing performance reports for Spokes / NSC / Fulfilment Centres
• Providing, as requested, reports for Senior Manager, Client Relationship that support ongoing improvements to our service, proposition and consumer experience
• Escalation of high impact issues to the Client in a precise and focussed way that enables the Client to construct accurate communications to their customers
• Receipt and cascade of daily handover from NSC ensuring precise and focussed communication
• Actively monitor SCI throughout the day and using this tool to track and trace parcels through the network to ensure they achieve the customer promise
• Actively monitor Microlise throughout the day and using this tool to manage our transport network performance to service stores with their Core and Parcel deliveries
• Seek resolution to service issues timely and cost effectively· Respond to queries from Internal and External Clients offering a first time resolution
• Keeping customers updated with any problems with their parcel
What you’ll need:
• Operational knowledge – the life of a parcel
• Excellent Customer Service skills
• Excellent written and verbal communication skills
• Systems (full training provided) SCI, Demandware, Manhattan, Microlise, Right Now CRM tool
About the role:
As Service Experience Colleague you will be responsible for driving the success of the ToYou proposition, through providing in-flight accurate insight into our performance and challenging and improving our core business.
The Ins and Outs:
• Ensure colleagues are using correct processes to fulfil all customer orders within proposition and using SCI reports to identify issues and challenge performance
• Investigate issues raised via the Asda Contact Centre and the Client Contact Centre, focussing on first time ‘warm’ resolution. (‘Right First Time’)
• Contributing to the success of the team performance by making suggestions that support first time resolution and improve the service experience for the consumer
• Providing performance reports for Spokes / NSC / Fulfilment Centres
• Providing, as requested, reports for Senior Manager, Client Relationship that support ongoing improvements to our service, proposition and consumer experience
• Escalation of high impact issues to the Client in a precise and focussed way that enables the Client to construct accurate communications to their customers
• Receipt and cascade of daily handover from NSC ensuring precise and focussed communication
• Actively monitor SCI throughout the day and using this tool to track and trace parcels through the network to ensure they achieve the customer promise
• Actively monitor Microlise throughout the day and using this tool to manage our transport network performance to service stores with their Core and Parcel deliveries
• Seek resolution to service issues timely and cost effectively· Respond to queries from Internal and External Clients offering a first time resolution
• Keeping customers updated with any problems with their parcel
What you’ll need:
• Operational knowledge – the life of a parcel
• Excellent Customer Service skills
• Excellent written and verbal communication skills
• Systems (full training provided) SCI, Demandware, Manhattan, Microlise, Right Now CRM tool
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