Customer Experience Specialist

4 weeks ago

Manchester, United Kingdom Airtime Full time
About Airtime

Airtime is a company that thrives on innovation, driven by a hunger to succeed and a commitment to excellence. Our culture is built on teamwork and humility, and we achieve great things together.

Our Approach

We keep the experience fresh with an innovative, original approach, marked by continuous introduction of unique features and benefits. We're about fresh, adaptable, and impactful change that sets new standards and differentiates us from competitors.

Our Values

We're genuinely engaging and deeply trustworthy. We connect easily, making every experience with us naturally appealing and memorable. We transform data into engaging, personalized insights in a fun and visually appealing way.

The Opportunity

We're looking for a talented individual to join our team as a Customer Experience Specialist. As a key member of our customer service team, you'll be responsible for:

  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Acknowledging, investigating, and resolving customer queries.
  • Providing in-depth knowledge of our product to answer member queries.
  • Ensuring all records of member interactions, transactions, comments, and complaints are kept up to date.
  • Providing feedback on the efficiency of the customer service process.
  • Ensuring customer satisfaction and providing professional customer support.
  • Liaising with the marketing team regarding customer communications.
Requirements

To succeed in this role, you'll need to be:

  • A self-starter with a strong sense of ownership and a can-do attitude.
  • A fast learner who isn't afraid to get things wrong.
  • Well-organized and able to prioritize and manage your workload.
  • A great communicator.
Experience

You'll need experience using tools such as:

  • Customer Service Platform / CRM.
  • Internal customer service portals.
  • Review channels.
  • Social channels.
Preferred Qualifications

Experience working in a retail / app technology company is a plus. 2+ years of customer service experience and providing customer service across multiple channels are also desirable.

Colleague Benefits

We offer a range of benefits to our colleagues, including:

  • Share options.
  • 23 days annual leave, plus one for each year served (capped at 28).
  • Birthday leave.
  • Learning & development budget / time allocation.
  • Flexible start & finish hours 06:30 - 10:30 am.
  • Life assurance at 5x salary.
  • Health cash plan.
  • Virtual GP appointments for you and your family.
  • 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources.
  • Private Medical Insurance.
  • Hybrid working between home and office.
  • City centre location with brand new fit out (when in the office).
  • Buy a holiday scheme.
  • Charity day.
  • Charity contribution.
  • Professional accreditation funding.
  • Enhanced Maternity, Paternity & Adoption leave pay.

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