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:

1. 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.

2. 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.

3. Report and record data in Vuelio systems, including Intercom

• Accurate CRM data entry in Intercom, ensuring data integrity.

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.