Customer Experience Specialist
Job Overview
About the Role
Are you a tech-savvy customer service professional with a sharp eye for detail and a passion for helping teams succeed?
We are looking for a Customer Experience Specialist to join our global Customer Success Team. In this role, your primary focus will be providing critical administrative and technical support to our UK-based Customer Success managers and clients. You will be the engine room behind our client satisfaction, ensuring data integrity, resolving content issues, and helping us deliver a best-in-class service experience.
What You’ll Do (Key Responsibilities)
Support Client-Facing Teams & SLA Management: Provide prompt, accurate responses to internal support tickets. Prioritize and manage tasks efficiently to meet designated SLAs and ensure consistent, high-quality service.
Content & Issue Investigation: Deep dive into service and content delivery issues. This includes identifying and processing irrelevant or missed content and logging external delivery issues with third-party providers.
Drive Client Retention & Satisfaction: Proactively identify service gaps, suggest process improvements, and ensure our front-line teams have all the information they need to effectively support clients. You will also assist with client service reviews.
CRM & Data Integrity: Maintain accurate data entry and reporting within our core systems, including Vuelio and Intercom, to ensure total data integrity.
What We’re Looking For
The Essentials:
Experience: Minimum of 1 year in a dedicated Customer Service or Admin Support role.
Education: Tertiary qualification.
Communication: Excellent written and verbal English communication skills (you'll be supporting a UK market).
Tech Skills: Highly proficient in standard office applications. Experience with CRMs is highly desirable.
Desirable Qualities:
Strong problem-solving skills and close attention to detail.
Ability to prioritize tasks effectively under pressure and meet deadlines.
An enthusiastic, self-managed approach with a strong sense of personal responsibility.
A genuine interest in news and current affairs.