Customer Experience Specialist

Key Responsibilities

• Answering incoming customer calls and acting as the first point of contact for support enquiries while delivering an exceptional customer experience.

• Building rapport with customers and ensuring every interaction is handled professionally and efficiently.

• Logging faults accurately on the company's CRM/ticketing system and gathering detailed information to assist the technical support teams.

• Taking ownership of customer queries and ensuring they are resolved within agreed service levels.

• Liaising with internal departments and third-party providers to progress customer requests and keeping customers informed throughout the process.

• Maintaining accurate and up-to-date customer records and ticket notes.

• Transferring calls to the relevant departments when required.

• Providing administrative support to ensure the smooth delivery of customer services.