Customer Service Executive

Join Our Dynamic Team as a Customer Service Executive🌟 

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!  

What will you be doing? 

Customer Experience Executives are responsible for the reactive customer experience within their dedicated accounts. CXEs will oversee and improve the customer journey, ensuring a positive and seamless experience, from initial request to case closure on a reactive basis.  This covers all interactions across the customer not just customer service touch points.  

Accountabilities and Deliverables

• Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience. 
• Target CSAT levels within customer base above 4 and action responses or feedback below this.
• Target first touch resolution for all queries including small orders, ensure costs and products are in line with the customers’ existing estate. 
• Ensure all internal SLAs are met for customers initial response within 24 hours (subject to change).
• Ensure Inbound calls answered within SLA.
• Ensure all emails are responded to in a full and in a customer focused manner.  
• Ensure all customer contact details are updated in the CRM.
• Drive customer retention, reduce churn and increase customer satisfaction.
• Ensure reactive management is in line with expectations.
• Target first time resolution on all cases. 
• Maintain compliance with industry standards and regulatory requirements.
• Own cancellation cases in entirety.
• Own personal case queue management .

Core Competencies 

• Understand each requirement in full.
• Use CRM tools to monitor customer experience and track all interactions.
• Build strong relationships through day-to-day contact at the customer. 
• Maintain strong relationships within the customer, driving satisfaction for the customer. 
• Take and process small orders.  
• Ability to champion opportunities to consistently improve the brand experience. 
• Focus on being an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings.​ 
• Is prepared to own every case for the assigned customers and ensure they are resolved in a timely and comprehensive fashion.
• Ability to use all communication mediums between customers and the company to ensure a smooth customer experience.

Skills and Qualifications required: 

• Strong written and verbal communications skills.  
• Proven Customer focus. 
• Minimum 2 years’ experience in a customer service role.

Key Performance Indicators: 

• Customer retention rate.
• First contact resolution.
•  Internal and external SLA measures.
• CSAT.
• Case quality.