Customer Experience Advisor

As a Customer Experience Advisor at Planteria, your primary responsibilities will include managing service enquiries, triaging and resolving customer queries, and facilitating effective communication between customers and internal teams. You will also be responsible for resolving customer complaints with a focus on empathy and professionalism, ensuring all issues are addressed promptly and effectively. Additionally, you'll maintain customer information, oversee the Net Promoter Score (NPS) process, and actively contribute to team collaboration by sharing insights and suggesting improvements.

To qualify for the Customer Experience Advisor position at Planteria, you should have at least one year of experience in customer service or a similar role. Strong communication and organizational skills are essential, particularly for handling phone calls and emails. Familiarity with CRM systems is desirable but not essential. The ideal candidate will demonstrate a positive attitude, adaptability, and a relentless drive to improve customer experiences within the company.

At Planteria, career advancement for Customer Experience Advisors is encouraged through personal development opportunities and continuous feedback. Engage in team meetings, share insights, and propose process improvements to showcase your initiative and commitment. By leading initiatives related to customer satisfaction, you can position yourself for potential promotions or specialized roles within the company. Your contributions to our NPS efforts can also highlight your impact on overall customer experience.

As a Customer Experience Advisor at Planteria, you will work in a positive, collaborative environment. Our headquarters in Henham offers a beautiful, rural setting, providing a tranquil backdrop for your workday. With an agile work policy, you’ll enjoy flexibility, including the option to work from home one day a week. We foster a culture of teamwork where sharing ideas and customer insights is valued, allowing you to contribute to a collective effort to enhance service delivery.

Planteria offers a competitive salary for Customer Experience Advisors, alongside a quarterly company bonus and an annual performance-related bonus. Additional benefits include a BUPA cash plan, pension contributions, 25 days of holiday with an option to buy or sell up to 2 days, onsite lunches, and ample parking. We also prioritize personal development, ensuring you have the support and resources to thrive in your role and grow within the company.

When handling customer complaints, it's crucial to approach the situation with empathy and a solutions-focused mindset. First, listen to the customer's concerns without interruption, showing that you value their feelings. Once you've grasped the issue, reassure the customer that you will work towards a resolution. Maintain regular communication throughout the process, keeping them updated until the issue is resolved. This demonstrates that you care about their experience and are committed to finding a solution.

To manage multiple customer inquiries, I prioritize tasks based on urgency and complexity. I use organizational tools such as spreadsheets or CRM systems to track interactions and ensure nothing falls through the cracks. Additionally, I focus on providing clear and concise communication with customers to set their expectations regarding response times. This approach helps maintain high customer satisfaction and ensures a smooth workflow.

NPS, or Net Promoter Score, measures customer loyalty and satisfaction based on their likelihood to recommend a company or service to others. It's essential because it provides direct feedback from customers about their experience, helping identify both strengths and areas for improvement within the organization. By managing NPS effectively, we can drive enhancements in our service delivery and ultimately boost customer retention and satisfaction.

In a previous role, I encountered an upset customer who was frustrated about a delayed service. I actively listened to their concerns, acknowledging their frustration. I assured them I would resolve the issue, and I collaborated with the relevant team to expedite their request. By keeping the customer informed throughout the process and ensuring timely follow-up, I turned a challenging situation into a positive experience, restoring their confidence in our service.

During busy periods, I prioritize customer service tasks by assessing the urgency of each inquiry. I categorize issues based on customer impact, with priority given to urgent requests or complaints. By maintaining clear communication with team members, we can distribute workload effectively to ensure that all inquiries are addressed promptly without compromising service quality.

Communication is vital in customer experience as it shapes how customers perceive the company and its services. Clear, empathetic, and timely communication fosters trust and understanding, allowing customers to feel valued. Regular updates on their inquiries or complaints help create a transparent relationship which enhances overall satisfaction and encourages long-term loyalty.

A positive customer experience hinges on effective communication, timely resolution of issues, and personalized service. By understanding customer needs and proactively addressing their concerns, we can create memorable interactions. Building rapport and exceeding expectations are critical to fostering loyalty and ensuring customers feel appreciated.

I gather feedback from customers through various channels, including direct conversations, surveys, and the Net Promoter Score (NPS) methodology. Encouraging customers to share their thoughts allows us to identify pain points and successes in our service delivery. Regularly analyzing this feedback enables us to make data-driven decisions for process improvements and enhances overall customer satisfaction.

Adapting my communication style varies depending on the customer's preferences and personality. Some customers may appreciate a more formal tone, while others respond better to a casual approach. By being observant and attentive, I can gauge their comfort level and tailor my communication accordingly, ensuring they feel at ease and understood.

If I encounter a situation where I don’t have the answer to a customer's question, I ensure to remain honest and transparent. I would inform the customer that I need to gather more information to provide an accurate response. Then, I would promptly follow up, either through further research or by accessing resources like team members, to ensure the customer receives the assistance they need in a timely manner.