Customer Service Specialist

7 months ago


Bristol, United Kingdom Candide Limited Full time

**About Candide**

Candide is a data-informed technology, innovation, and customer experience company. Our international team based in Europe and South Africa build digital ecosystems, platforms, and products; we provide data science, analytics, reporting, customer relationship management, customer experience, and consulting services to a unique group of partners - currently, Babylonstoren in South Africa, The Newt in Somerset in the United Kingdom, and Vignamaggio in Italy.

**About the role**

Our Customer Experience (CX) team is a vital conduit between Candide and all customers. The CX team provides first-line support for membership, ticketing, and admissions. Community management and social feed moderation are core responsibilities. We also assist partners with e-commerce, hospitality, scheduling, booking and all related software customer queries.

**Main responsibilities and duties**
- Monitor and respond to customer enquiries in a timely manner ensuring that the business achieves its customer response KPI’s
- The creation and maintenance of the Knowledge Centre providing customers and staff with a high quality self service resources ensuring first line response is scalable
- Assist with the creation of the Customer Experience Management report providing management with visibility of the performance of the customer experience team
- Provision of customer voice input into the Product, Design and Technology teams ensuring good visibility of the immediate impact of features and any issues that need to be addressed
- A reasonable amount of time at Estates walking in the customer's shoes appreciating their experience in order that you can empathise with the customer as you perform your duties
- Management and Monitoring of the social media feeds. Responses made inline with the social media content plan
- Processing customer deletion requests to ensure we remain compliant with GDPR in the UK and POPPI in South Africa

**Key performance indicators and what success looks like**
- A suitable KPI for response time to customer queries
- The customer satisfaction scores for the Estates

**About you**

Some previous experience in customer service or product support is desirable but the role could provide a potential path for someone starting out in their career and looking to develop their career path at Candide.

**What you get from us**
- Hybrid working (we get together at least twice in our offices each week)
- Your choice of equipment
- Training budget for whatever you need to do your job more effectively
- Flexible working hours (core hours 10 am - 4pm)
- Anonymous mental health support. If you need it, we want to help you
- Significant discounts at Babylonstoren, The Newt in Somerset, and other estates worldwide (e.g. 50% off hotel stay, 30% off spa, wine, products, and everything else).

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£23,000.00 per year

**Benefits**:

- Additional leave
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave

Schedule:

- Flexitime
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Bristol: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

Work Location: Hybrid remote in Bristol


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