Customer Success Specialist

6 days ago

London, Greater London, United Kingdom Fortnum & Mason Full time
Job Summary

We are seeking a highly skilled and proactive Customer Success Specialist to join our team at Fortnum & Mason. As a key member of our Customer Success department, you will play a vital role in ensuring the seamless delivery of our customer experience.

Key Responsibilities
  • Platform Management: Manage and optimize our key customer success platforms, including Narvar, LivePerson, Zendesk, Trustpilot, with seamless integration into Microsoft Dynamics and Magento.
  • Customer Journey Analysis: Evaluate and identify critical obstacles in the customer journey, proposing necessary improvements and strategic changes.
  • Technical Support: Offer day-to-day technical support to the Senior Customer Success Manager, assisting with case management and database maintenance.
  • Administrative Support: Provide support to the Head of Customer Success, including scheduling meetings, setting agendas, and taking detailed notes.
  • Process Improvement: Own and enhance processes within Customer Services, working closely with IT.
Requirements
  • Technical Skills: Familiarity with the technology platforms mentioned above is a plus. Basic knowledge of HTML and experience with case management databases, preferably Zendesk and D365.
  • Soft Skills: Strong organizational skills and attention to detail. Excellent written and verbal communication skills. Ability to work independently as a self-starter and collaboratively within a team.
  • Personal Attributes: Adaptable and versatile in learning and understanding new technologies. Curious and self-motivated with a strong work ethic. High level of integrity and professionalism.
What We Offer
  • Competitive Salary
  • Generous Store and Restaurant Discount
  • 20 Days Holidays Pro Rata
  • Excellent Pension Scheme

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