Job Purpose
The Customer Experience Specialist works as part of the broader Customer Success Team tasked with providing best-in-class service to our clients. The primary focus is providing Admin Support to the UK-based Customer Success team, which can include: investigating issues impacting clients, investigating and resolving content issues, resolving client queries in a timely and accurate manner, CRM data entry, and using 3rd Party and proprietary software to log issues.
Work schedule: 4:00 PM to 1:00 AM from Monday to Friday.
Main Duties And Responsibilities
- Deliver customer service support to Client-facing teams.
- Provide prompt and accurate responses to Client Success tickets.
- Prioritise tickets according to designated SLAs.
- Deliver consistent, high-quality service to clients by performing tasks as requested
- with a high level of accuracy.
- Investigate service issues, including the processing of irrelevant and missed content.
- Log content delivery issues with 3rd-party providers.
- Drive client retention and achieve excellent service ratings.
- Identify issues and suggest solutions to ensure a more accurate service for the client.
- Proactively develop and improve processes to service clients.
- Ensure Client-facing staff are provided with all the information they need to service
- clients effectively.
- Assist in client retention activities; help conduct service reviews.
- Report and record data in Vuelio systems, including Intercom
- Accurate CRM data entry in Intercom, ensuring data integrity.
Requirements
ESSENTIAL:
- Minimum 1 year of Customer Service experience
- Tertiary Qualification
- Excellent written and verbal communication skills
- Highly proficient in the English Language
- Technically proficient in a range of office applications; CRM experience is desirable.
Desirable
- Strong problem resolution skills.
- Ability to work to deadlines and under pressure.
- Close attention to detail.
- Ability to prioritise tasks.
- Commitment to personal development.
- Enthusiastic approach self-managed.
- Strong customer service focus.
- Dedication to quality and a sense of personal responsibility.
- Genuine interest in news and current affairs.
- Self-motivated and results-driven.
