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Customer Experience Specialist
2 months ago
We are seeking a highly skilled Customer Experience Specialist to join our team at Canon UK. As a key member of our customer service team, you will be responsible for enhancing our customers' overall experience, managing customer incidents from inception to resolution, and presenting strategic improvement initiatives internally.
Key Responsibilities- Improve the overall customer experience by analysing feedback and implementing effective solutions.
- Record and process customer complaints, coordinating with specialist departments involved in the complaint and ensuring follow-up.
- Handle customer incidents and complaints through to completion, ensuring timely and satisfactory resolutions.
- Develop and present improvement strategies & process optimisation to internal stakeholders to enhance service quality and customer satisfaction.
- Strengthen customer relationships through regular communication and personalised service.
- Identify and pursue opportunities to increase revenue by understanding customer needs and recommending appropriate solutions.
- Expand and further develop complaint management.
- Participate in projects to optimise work processes.
- Proven experience in customer service or customer experience management.
- Strong problem-solving skills with a customer-centric mindset.
- Excellent communication, interpersonal skills & presentation skills.
- Ability to analyse data and present actionable insights at a high level.
- A proactive approach to identifying and implementing improvement strategies.
- High level of initiative & outcome-driven mindset.
- Experience in revenue generation and upselling techniques is a plus.
- Preferable but not essential: PRINCE 2, ITIL, AGILE.
At Canon, we value our employees and offer a range of benefits to support their wellbeing, including a minimum of 25 days of personal holiday per year, a generous pension scheme, private healthcare, and up to 38% discount on Canon products. We also offer flexible benefits, free parking, and a subsidised restaurant and Costa Coffee on site.
You will be part of an energetic and innovative environment with over 50 different nationalities at our state-of-the-art EMEA HQ at Stockley Park, Uxbridge.
