Customer Experience Specialist

SUMMARY:
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POSITION INFO:

Summary and purpose of the Job: The team of Customer Experience Specialists plays a vital role in our business as the first point of contact for our clients customers. This position is essential in ensuring that customers receive exceptional support and service. As a Customer Experience Specialist, you will be responsible for answering queries, resolving issues, and providing administrative support to promote a high-quality service. Building strong internal relationships across the Group is crucial to your success in this role. Our client is looking for an ambitious, customer-centric individual to join their team.
Key Responsibilities:

First Point of Contact: Deliver a warm and professional welcome to all customers through incoming support calls.
Customer Rapport: Build strong relationships with callers to ensure a positive experience and provide world-class customer service.
Ticket Management: Accurately log support tickets using our in-house CRM system, capturing detailed information for efficient issue resolution.
Ownership of Queries: Take ownership of customer queries, ensuring timely responses and resolutions within agreed service levels.
Collaboration: Work closely with colleagues and third-party partners to progress support tickets, keeping customers informed via phone or CRM updates.
Record Maintenance: Maintain accurate and up-to-date records for all customer accounts to support seamless service delivery.
Call Direction: Redirect calls to appropriate departments, ensuring customers connect with the right teams quickly and effectively.

The Ideal Candidate Will Have:
Customer Service Experience: Proven track record in a customer-facing role, preferably in a call centre environment.
Communication Skills: Experience liaising with customers over the phone and via email.
IT Proficiency: Strong IT skills with proficiency in Microsoft Office applications.
Organisational Skills: Ability to stay organized and manage multiple tasks effectively.
Problem-Solving Ability: Comfortable resolving issues and influencing customers and colleagues.
Telecommunications Background: Previous experience in telecommunications is an advantage.

Qualifications
Customer Service Experience: Preferably from a call centre, but all backgrounds are welcome.
Positive Attitude: A customer-focused mindset with a strong "can do" approach.
Communication Skills: Excellent verbal and written communication, along with strong listening abilities.
Team Collaboration: Ability to work effectively with people from diverse backgrounds and experiences.
Interpersonal Skills: Strong influencing skills and the ability to communicate at all levels.
Technical Proficiency: Familiarity with Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).
Multitasking Ability: Capable of managing multiple assignments while being a go-to resource for the team.
Flexibility: Willingness to adapt to business needs and commit the necessary time.
Organisational Skills: Strong time management and attention to detail.
Desire for Growth: Eager to learn and committed to going the extra mile.
Composure Under Pressure: Calm and effective in high-pressure situations.

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