Customer Service Support Specialist

7 days ago

Harpenden, Hertfordshire, United Kingdom Energy Park Full time
About the Role

We are seeking a highly skilled Customer Service Support Executive to join our team at Energy Park. As a key member of our Customer Success function, you will play a vital role in delivering exceptional customer experiences and contributing to the growth of our business.

Key Responsibilities
  • Customer Support: Respond to customer inquiries and resolve issues in a timely and professional manner, ensuring high levels of customer satisfaction.
  • Process Improvement: Identify areas for process improvement and implement changes to enhance customer experience and efficiency.
  • Team Collaboration: Work closely with cross-functional teams, including marketing, field services, and sales, to ensure seamless customer interactions.
  • Data Analysis: Analyze customer data to identify trends and opportunities for growth, and provide insights to inform business decisions.
  • Feedback and Communication: Monitor and respond to customer feedback across multiple channels, escalating issues as needed and conveying customer needs to the business.
  • Reporting and Presentations: Assist in the creation of reports and presentations to communicate customer-focused activity and key metrics to stakeholders.
  • Competitor Research: Research and monitor competitor activity, identifying opportunities to improve our customer offering and meet business objectives.
  • System Development: Contribute to the development of new tools and systems, assisting with testing and system roll out.
  • Customer Records: Maintain accurate and reliable customer records within internal systems and databases.
Requirements
  • Experience: Significant experience in a Customer Service/Customer Success role, preferably within technology or engineering.
  • Passion for Customer Service: Proven passion for delivering best-in-class customer service and contributing to the development and evolution of customer experience within a business.
  • Analytical Skills: Analytical, with the ability to work with data and identify opportunities for improvement.
  • Leadership Potential: Ability to step into a Team Leader role, with experience of managing and motivating high-performing teams.
  • SLAs and KPIs: Experience of working to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Self-Starter: Self-starter, highly motivated, and comfortable working with ambiguity.
  • Tech Savvy: Tech savvy, with a proven ability to contribute to the development and implementation of systems, tools, and feedback mechanisms.
  • Communication Skills: Confident with office packages, strong written and verbal communication skills, and an unwavering attention to detail.
  • Professionalism: Professional, personable, and tenacious.
  • Customer Communication: Demonstrable experience of communicating with customers over various channels, able to problem solve.

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