Customer Experience Specialist
4 weeks ago
We are seeking a highly motivated and organized Customer Experience Specialist to join our team at HSB Group (including Premier Guarantee). As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences and building long-lasting relationships with our customers.
Key Responsibilities:- Account ownership and management of customer journeys and experiences
- Delivering excellent customer service through written and oral communication
- Liaising with sales, surveying, and other teams to develop cross-working relationships and facilitate excellent customer experiences
- Proactively making progress calls and supporting the team to do this
- Serving as the lead point of contact for all customer account management matters, remote technical staff, and internal departments
- Providing Extranet support for new customers
- Building and maintaining strong, long-lasting client relationships
- Ensuring timely and successful delivery of solutions according to customer needs and objectives
- Identifying contentious/litigious issues and escalating to the Head of Segment
- Collating daily figures for the CSU End of Night report
- Accurately recording and logging interactions with customers and updating account information
- Highly motivated and well-organized, with a positive mindset and high energy
- Excellent knowledge of customer service and prior experience is desirable
- Confident in escalating and discussing issues with senior colleagues
- Ability to follow and champion the MDIS culture and values
- High level of interpersonal skills, with the ability to build relationships and remain open and honest
- Demonstrable ability to use own initiative, with confidence to put forward new ideas and flexibility in personal approach
- Committed to being a strong team player and remaining positive and approachable
- Ambitious, willing to go above and beyond, and driven in achieving company goals and personal objectives
- Competent in Microsoft Office, including Word, Excel, and Outlook
- Experience managing multiple customers, using various methods of communication
- Experience in using computerized data management systems is desirable
- Experience in outbound telephone calling
- Good planning and organizational skills
At HSB Group (including Premier Guarantee), we value diversity, equity, and inclusion and believe that embracing these principles fosters innovation and resilience. We recognize the importance of building a diverse workforce and creating an equitable and inclusive work environment where everyone has the opportunity to succeed.
We are committed to building a workplace that is free from bias and where everyone feels valued, respected, and empowered to contribute their best work. If you share our values and are passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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