Customer Experience Specialist (6 Month FTC) job vacancy

Confidential

Overview: Customer Experience Specialist (6 Month FTC) job vacancy in Berkshire recruiting now

Ref: 217276964
Employer: Confidential
Location: Berkshire, United Kingdom
Salary:
Employment Type: Contract

Job Details:

Are you an experienced customer service professional who loves delivering the very best service for your customer?

Do you thrive in fast-paced working environments and would love working for some of the world s top brands?

If this sounds like you, we have an exciting opportunity where you can take the next step in your career!

We have an exciting opportunity for a Customer Experience Specialist to work with a market-leading UK mobile phone manufacturer based in Reading. You will join the team on a full-time basis, and in return, you will receive a competitive salary plus great benefits!

About us

Bullitt Group Ltd are the market leaders in rugged smartphones with the Cat Rugged Phones and the Motorola Rugged phones.

We design, develop, and produce connected devices and software services that help exceptional people go further and achieve more in their life and work, including rugged smartphones that stand up to the toughest elements. For over 10 years, we have worked with some of the world s most recognisable brands to create innovative products that help empower our users every day.

Our head offices are based in Reading with a fun, relaxed, and hardworking environment that allows staff to thrive and achieve in every aspect of their work life. We love and reward our employees who go above and beyond to help us spread the word about our awesome products and services. We encourage our employees to think globally yet act locally to help us bring the best service to our customers regardless of where they are in the world.

As a Customer Experience Specialist, you will be the voice of our brand, delivering best in class customer support.

Key responsibilities of the Customer Experience Specialist:

Assisting with inbound and outbound enquiries over the phone, by chat, and by email to find the best solution for all parties

Ensuring our customers receive the best possible experience at all points along their customer journey

Working effectively with colleagues in support functions around the business to maximise customer satisfaction

Using our Customer Relationship Management (CRM) system, you will record full details of enquiries and actions taken on any knowledge gaps and help to create bulletins to form a knowledge base for CS agents

Providing feedback on the efficiency of the CS process, identifying areas for improvement, and being involved in facilitating these improvements

Reviewing in-house processes and circulating to wider Service team members

Being the first escalation point of contact for CS agents and the wider Bullitt organisation

Supporting CS agents to close any unresolved support cases

Training the trainer, being involved in Bullitt process, and CS training for new CS agents

Being responsible for agent empowerment and in-house costs

Maintaining call, chat, email & social media quality monitoring, giving constructive feedback to CS agents

Proactively contacting warranty installed base customers

Skills and experience of the ideal Customer Experience Specialist:

Experience in a Telecoms/MVNO-type customer support environment

Excellent people skills and the ability to build lasting relationships with customers and colleagues

The ability to remain calm and clear, delivering an excellent customer experience while troubleshooting and resolving issues

Excellent timekeeping and process management, ensuring actions are completed within agreed time frames

Communication and influencing skills – friendly communication skills, with the ability to adapt to different audiences

Excellent English language skills (both written and spoken) and fluency in another European language is a plus

Proficient in the use of MS Office packages and experience with Salesforce or Zendesk

Self-starter and motivated individual who is not scared to get stuck in and help

Benefits you will receive from us:

A fun working environment from our offices in the centre of Reading

A competitive salary

25 days holiday per year PLUS your birthday off on us!

Discounts from a whole host of retailers and restaurants across the UK

Contributory pension scheme

Life Assurance

Medical Insurance

If you want to be part of a market-leading UK company, then please click apply today to become our Customer Experience Specialist. We d love to hear from you

 

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