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Customer Experience Specialist
2 months ago
Job Title: Senior Customer Services Consultant
Location: Hybrid
At Actuate Global, we pride ourselves on being a leader and end-to-end expert in our field. As a Senior Customer Services Consultant, your primary goal is to enhance client loyalty by delivering engaging lifecycle experiences that highlight the value of our products and services.
You will be responsible for providing an unparalleled customer experience, ensuring that client interactions are handled efficiently and effectively, and driving customer satisfaction through a first-time fix approach.
Key Responsibilities:
- Client Onboarding: Maximise the 'early life care' of our new clients across all communication channels, ensuring they feel supported from the start.
- Sales Support: Partner with our sales team to conduct needs assessments, share product knowledge, and identify value-add sales leads during client interactions.
- Client Interaction Management: Accurately and promptly handle all aspects of customer interactions, from general queries to complaints, ensuring a first-time fix strategy is implemented.
- Client Engagement: Provide friendly, thoughtful, and efficient service via live chat, email, and phone, representing the voice of the client internally and providing valuable feedback to improve our processes.
- Programme Support: Assist delegates on our programmes from point of sale through to certification, ensuring they are well-prepared and set up for success.
- Event Facilitation: Manage live chat during events, support facilitators in setting up breakout rooms, and ensure all delegate materials are provided.
- Complaint Handling: Manage and resolve minor grumbles and escalated complaints, using your strong negotiation and objection handling skills to drive positive outcomes.
Requirements:
- Flexible and adaptable, with the ability to work varying hours, including evenings and weekends when necessary.
- Proven track record of delivering service excellence to high-caliber clients.
- Strong knowledge of Learning & Development (L&D) needs and the ability to manage complaints effectively.
- Ability to analyze data, identify trends, and provide actionable insights to improve customer service and business processes.
- Proficiency in Microsoft Office.
- Experience in building and managing relationships (B2C and B2B) and stakeholder management.
- Previous experience in managing complaints and people management.
- Minimum 2-years experience in an online service role.
What We Offer:
- Bonus scheme
- Commission pay
- Company events
- Company pension
- Employee discount
- On-site parking
- Work from home
- Holidays
