Customer Experience Specialist

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.
  
  

• 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.
  
  

• 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.