Description
Role Introduction:
Applegreen is a leading convenience roadside retailer in the Republic of Ireland, the UK and the US in both large-scale Motorway Service Areas and Travel Plazas, as well as smaller petrol stations. The business has grown to over €3BN in annual revenue, operating 600 Motorway Service Plazas and forecourt sites internationally and employing over 16,000 people. Applegreen is in a rapid growth phase and to support this ambitious growth, we are seeking to onboard a Customer Care Executive to join our new team. This role will form part of the Commercial team and reports to the Head of Digital. Do you thrive on creating exceptional customer experiences. If so, this is an exciting opportunity to play a pivotal role in leading and inspiring our customer care strategy. You will play a pivotal role in shaping the customer experience strategy and be responsible for ensuring our customers receive exceptional care. The successful candidate will be a confident people person who can take ownership and adopt a hands-on approach to their role.
Key Responsibilities:
* Deliver exceptional customer care.
* Deliver exceptional service across multiple channels including Google reviews, email, social, phone, chat and surveys, working across multiple tools and platforms.
* Contribute to establishing clear success metrics to track customer satisfaction. Track and analyse customer satisfaction metrics and identify areas for improvement.
* Shape the future of customer care.
* Support the Digital & Partnerships team in the implementation and onboarding of new customer support technology.
* Establish best practices and creation of procedures and processes to support a customer obsessed culture.
* Support in the selection and implementation of a new customer relationship management platform.
* Support the overall digital strategy from concept through to implementation and ongoing continuous improvement.
* Be the voice of the customer.
* Actively participate in analysing customer feedback from surveys, social, Google and other research sources to identify trends and areas for improvement within the Applegreen experience.
* Develop insights reports and recommendations to elevate the customer experience across all touchpoints at Applegreen.
The Candidate should have the following:
Qualifications, experience & skills:
* Minimum of 2 years of experience in a customer focused environment with a proven track record of exceeding expectations in customer care.
* Fluency in English with strong communication, written and verbal skills.
* Be a self-starter with exceptional interpersonal skills, and ability to engage and develop relationships with individuals at all levels of the organisation.
Additional key skills & attributes:
* A ‘can do’ attitude and a positive solution focused mindset and commitment to continuous improvement.
* Resilient, calm under pressure and comfortable dealing with ambiguity.
* Sound judgement and objective logical decision-making skills.
* A dynamic individual who adapts well to change and can thrive in a rapidly growing organisation that continues to evolve.
* Proven track record of delivering to tight deadlines.
* Ability to execute directly at high quality and pace.
* Excellent drive, enthusiasm and commitment and a keen interest in developing a career in Applegreen.
Applegreen Stores is an Equal Opportunity Employer
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