Customer Liaison Officer

5 months ago

London, United Kingdom Lendwise Full time

**Job description**

**Customer Liaison Officer**

Are you a dynamic, enthusiastic, and results orientated individual with passion for providing exception customer experiences while at the same time being a great teamplayer? If so we have the perfect opportunity for you We are currently seeking for a Customer Liaison Officer to join our dedicated team and play a crucial role in ensuring our customers receive a top notch service and support

**Main Duties & Responsibilities**
- Provide exceptional customer service by promptly and professionally addressing customer needs, concerns, and inquiries.
- Effectively communicate product information, policies, and procedures to customers, ensuring a clear understanding.
- Identify and resolve customer issues and complaints in a timely and satisfactory manner, escalating complex or unresolved matters to the appropriate teams.
- Collaborate with internal departments to investigate and resolve customer concerns, following established protocols and service level agreements.
- Proactively suggest and implement solutions to prevent future customer issues and enhance the overall customer experience. Build and maintain strong relationships with customers, understanding their needs and preferences.
- Engage with customers to gather feedback, testimonials, and reviews, leveraging this information to improve products, services, and processes.
- Maintain accurate and up-to-date customer records, ensuring confidentiality and adherence to data protection regulations. Collaborate with cross-functional teams to improve processes, policies, and procedures related to customer support and engagement.
- Share customer insights, feedback, and trends with relevant internal stakeholders to drive continuous improvement in products and services.
- Contribute to the development and implementation of customer service initiatives and strategies to enhance customer satisfaction and loyalty. Develop and maintain a comprehensive understanding of the company's products, services, and industry trends.
- Stay updated on product updates, new features, and enhancements to effectively communicate and educate customers.
- Provide product demonstrations, training, and guidance to customers, as needed.

**Qualifications**
- Undergraduate or postgraduate degree desirable

**Critical skills and competencies**
- Experience in a call center environment
- Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
- Strong problem-solving and conflict resolution abilities, with a customer-centric approach.
- Empathy and patience when dealing with customer inquiries and concerns.
- Strong organisational skills and attention to detail to manage multiple customer interactions and requests simultaneously.
- Proficiency in using customer service software and tools, as well as MS Office Suite.
- Knowledge of CRM systems and practices is preferred.
- Ability to adapt and thrive in a fast-paced and dynamic environment.
- Fluent in written and spoken English, with additional languages considered a plus.

**Nice to have skills**
- Knowledge retention
- Ability to handle pressure
- Speed and efficiency
- **Strong **team player
- **Strong **Initiative

**Salary**: £25,000.00-£27,500.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- London, EC4V 3DB: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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