Purpose: To respond professionally and efficiently to all inbound customer inquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to rates, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards. Responsibilities: Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimized where possible Communication via a range of channels including phone calls, live chats, text messages, salesforce cases, and email with full adherence to set escalation procedures Gathering and compiling information to ensure all queries are being handled in a timely, efficient manner between call takers and other customer service teams and functions. Provide rates/quotes, information on proof of collections, assist on invoice enquiries, and any other general queries Conducting customer reviews for feedback to ensure satisfaction with service Director complaints, referrals from Service Centres, calls, website, chat, twitter, facebook are all handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty Build strong relationships with internal and external customers Administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre-qualification questionnaires To support the business in achieving targeted growth, through up-selling and cross-selling Veolia Products and Services. Duty of care to follow through and understand Data Protection, Confidentiality, Terms & Conditions of Contracts, Legislation Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI Supporting the annual price increase programme Supporting the annual duty of care compliance programme Adhere to all applicable call flow processes and Quality Assurance requirements Supporting other teams within the department according to the needs of the business Desirable Previous customer service experience Customer service qualification Previous experience within the waste industry Commercial awareness Previous experience of using CRM applications e.g Salesforce Ability to speak another language Qualifications, role specific Knowledge & Skills A commitment to providing a great customer experience Excellent written & verbal communication Strong interpersonal skills Attention to detail Must possess excellent telephone etiquette Proven ability to work under pressure Focused and self-motivated Patient and able to effectively handle conflict situations and provide empathy Ability to multitask Computer literacy Typing 40 w.p.m. Working knowledge of Google Office Applications (Sheets/Docs)