Customer Experience Executive

About Pro Carrier

Established in 2009, Pro Carrier is the exciting new cross border ecommerce delivery arm of DG International. The guiding principle of Pro Carrier is to allow our customers to find sending parcels cross border as simple as sending parcels within the UK. In offering a range of global delivery options, supported by a choice of final mile delivery partners, and backed up by smart and intuitive IT solutions, Pro Carrier has taken a fresh look at how we can support our customers to achieve cross border growth simply and effectively. DG International was established in 2009 to provide high levels of customer service to a range of clients importing into the UK from Asia via sea and air. The company has grown rapidly since then and now offers a range of logistics services across diverse industry sectors. DG’s growth has been underpinned by a commitment to a set of shared values that creates a high-performance culture. We have employed self-motivated people who are empowered to make decisions to accelerate our growth. DG is poised for significant growth, with a strategy to grow to double in size over next three years, with Pro Carrier being at the forefront of that plan. The leadership team is experienced, dynamic and client-centric, and the focus for growth is around new technology offerings that compliment current services and additional market share from emerging markets.

Your new role:

A Customer Experience Advisor’s primary goal is to resolve all customer queries and ensure that customers are satisfied with the service or product Pro Carrier offer

Responsibilities:

• Responding to customer enquiries
• Updating customer information in the company database
• Providing accurate information in a timely manner
• Tracking and investigating new ticket and potential claims
• Performing administrative tasks using internal systems
• Managing customer expectations
• Professional approach in answering calls and emails from customers.
• Resolve customer queries in a timely manner.
• Where necessary, escalate to internal departments to get the best resolution for the customer.

What you'll need to succeed:

• Positive and proactive approach to satisfying customer’s needs
• Knowledge of the company and the company products and services
• Good work ethic both individually and as part of a team.
• Experience of working in a vibrant, faced paced, dynamic office

Personal Abilities/skills:

• Excellent verbal and written communication skills
• Communication skills
• Ability to work as part of a team as well as independently.
• Ability to prioritise workload.
• Basic knowledge of Microsoft office documents

What You'll Get in Return

In return, you can expect to be given considerable responsibility for implementation and work closely with a small leadership team where your efforts and success will be noticed.

We offer a competitive remuneration package, including free gym membership, private medical care and an employer pension contribution of 5% (based on the employee contributing 5%). We also offer free snacks (Chocolate, Fruit, Crisps, Protein Bars, Protein Shakes, Soft drinks etc) Pay day treats (free lunch or breakfast on us!), Company social events via our social committee, Employee of the month awards (a £500 bonus if you win!) plus many more!

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.