Job description
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.