Job Overview
The Senior Customer Experience Advisor is a pivotal role in the National Contact Hub team. This dynamic position involves managing customer inquiries across various channels, providing real-time support to colleagues, and championing one-call resolution.
This key role requires handling escalated calls effectively, offering positive solutions, and collaborating closely with Team Leaders and Managers. The ideal candidate will possess strong listening and diagnostic skills, patience, empathy, and exceptional communication skills.
Key responsibilities include contributing to daily operations, monitoring live queues, and supporting both inbound and outbound activity. The successful candidate will work closely with Team Leaders and Managers, provide training and coaching materials, and share knowledge with others to maintain high-quality standards.