Hermes Parcelnet

  • CS Customer Experience Coach

    Town/City Morley
    Posted Date 3 months ago(09/03/2018 09:40)
    Job ID
    2018-6578
    Number of Positions
    2
    Department
    Customer Service
    Salary
    no
  • Overview

    Award winning Hermes is the largest UK courier delivery network handling more than 190 million collections and deliveries every year!

     

    With over 140 corporate clients Hermes are investing millions into exciting new projects to support their planned growth and new business strategy for 2014/15. The Hermes Group is one of 123 companies that form the Otto Group, the world’s second largest online retailer. As part of Hermes Europe (The Hermes Group) with 12 companies within the Group, Hermes UK covers all aspects of the supply chain and currently has Over 10,000 Employees. Hermes works with companies of all sizes and in recent years has diversified from catalogue brands to work with leading high street and online retailers.

    Responsibilities

    Key Responsibilities:

    • To provide coaching support to all teams across the contact centre to ensure we deliver a great customer experience in every contact including phone, email and social media.
    • Monitor and score calls, emails and social media based on set guidelines and overall customer experience
    • Maintain a high level of knowledge of products, processes and quality standards
    • Ability to interpret CSAT data and provide developmental opportunities through coaching
    • Identify training needs and work with the training team to provide solutions
    • Provide feedback on monitoring and coaching sessions to the relevant Team and Operations Managers
    • Implement call calibration sessions with Operations Managers to ensure a consistent approach
    • Accurately record all actions and quality scores for MI distribution
    • Support new starters with a targeted approach after induction and grad bay

    Qualifications

    • Excellent knowledge of all systems used in Customer Services
    • Proven record of meeting all quality/adherence/production targets
    • Experience of quality monitoring (external)
    • Experience of coaching in a contact centre environment (external)
    • Has a calm approach and is able to build relationships quickly
    • Has excellent spelling and grammar and a high level of attention to detail
    • To be able to work independently and manage workloads to achieve set targets

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