Customer Relationship Executive

Manage incoming calls from Clients and Carers ensuring service is delivered within the required timeframes and to SHC standards of customer service

Ensure that a full understanding of the client's needs are obtained and used as a key driver to the matching of carers

Ensure matching of carers to clients to match the needs of the client and arrangement of introductions

Understand and deliver your KPI's and SLA's specifics

Ensure that there is accurate handover to your CRE colleagues as required, maintaining a seamless transition so service delivery remains efficient and streamlined

Maximise on every opportunity ensuring the client/carer receives outstanding service

Ensure all system records are up to date and accurate

Partner with the Worldwide Customer Experience leadership team to set the Executive and Customer Relations strategy

Manage teams of customer escalation specialists in Austin, TX and Galway, Ireland

Get escalated customers back into their games fast with 90+ rated customer satisfaction

Skills for Customer Relations Executive

Desired skills for customer relations executive include:

Products and services within Saga Healthcare Ltd

MS Office Application

Saga and products would be beneficial

Applicable Ally Invest Regulations and end to end processes

Complaint management components

Advanced computer literacy

Planning and analysis

Microsoft Office programs

ACSR

Dealers and customers' inquiries

Desired experience for customer relations executive includes:

Deliver EA executives a one-stop destination for customer escalations that provides a positive, closed-loop experience

Participate in the Hero Academy immersion program

Drive insights from customer escalations into operational reporting used to improve EA customer care processes and voice-of-the-player reporting used to improve EA products and services

Champion necessary improvements to overall EA customer care processes to improve the customer care experience, lower customer effort and positively impact player engagement and value

Materially reduce the rate of customer escalations