Customer Experience Specialist

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 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.

Requirements:

ESSENTIAL:

• Minimum 1 year Customer Service experience
• Tertiary Qualification
• Excellent written and verbal communication skills
• Highly proficient in 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.
• High 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.

Work schedule: 2 PM to 11 PM from Monday to Friday.

Please refer to job description.