Customer Experience Specialist

Cyber Vadis is a company in the Information Security industry, and we are currently seeking a dedicated Customer Support Associate to join our growing team. As a Customer Experience Specialist, you will play a vital role in ensuring a smooth and successful support process for our rated companies, who utilize our platform and services to improve their cybersecurity performance.

If you're excited to be part of a winning team, Cyber Vadis is the perfect place to advance your career. We are looking for a candidate who is passionate about customer service, has excellent communication skills, and is eager to contribute to our mission of enhancing cybersecurity standards globally.

• Deliver exceptional customer support to rated companies via email, phone, and live chat, ensuring a seamless and positive experience at every touchpoint.

• Guide clients in navigating the platform, helping them understand and utilize its features to their full potential.

• Investigate and resolve customer issues efficiently, ensuring timely follow-up and clear communication throughout the process.

• Collaborate closely with internal teams (Product, Tech, Account Management) to resolve client concerns and continuously improve the user experience.

• Maintain accurate, detailed records of customer interactions and support activities in accordance with internal procedures.

• Support post-assessment activities such as scorecard education, improvement plan guidance, and other client retention initiatives.

• Educate clients on cybersecurity best practices and how to enhance their performance within our framework.

• Contribute to the creation and improvement of self-service resources, including FAQs, user guides, and knowledge base articles.

• Take ownership of additional tasks or projects as needed to support the Customer Experience team’s goals and enhance overall service delivery.

• Proven, more than 2 years, experience in a customer support / customer success or related role, preferably in a technology environment.

• A customer-centric mindset with a passion for helping others succeed.

• Excellent communication skills, both written and verbal.

• Strong problem-solving abilities and attention to detail.

• Ability to work independently and as part of a team.

• Proficiency in using customer support software and tools.

• Ability to multitask and manage time effectively in a fast-paced environment.

• Bachelor's degree in a related field or equivalent 2 year + work experience.

• Multilingual skills:
  Proficient French and English are mandatory, other languages would be a plus.