Customer Success and Quality Assurance Expert

1 month ago


Leeds, Leeds, United Kingdom TRC Yorkshire Full time

Job Title: Customer Success and Quality Assurance Expert

About the Role:

  • We are seeking an experienced Custumer Success and Quality Assurance Expert to join our team in Leeds. The successful candidate will be responsible for managing online presence, ensuring quality control, handling customer interactions, creating engaging content, and overseeing complaints.

Key Responsibilities:

  • Respond to online reviews and manage our online reputation to protect and enhance our brand.
  • Listen to sales and project management calls to ensure adherence to protocols and quality standards.
  • Handle first-level complaints, lead investigations, and ensure customer satisfaction aligns with company expectations.
  • Contribute to creating engaging content, organise video customer testimonials, and develop help videos to support customers in using our technology.
  • Oversee complaints and lead investigations to ensure timelines and quality standards are met.
  • Adhere to strong SLA response times and ensure targets are met, focusing on maintaining a positive customer experience and promptly addressing complaints and issues.

Requirements:

  • Proven experience in customer success, quality assurance, or a similar role.
  • Familiarity with creating and managing online content.
  • Detail-oriented with a commitment to maintaining high standards of quality and customer satisfaction.

What We Offer:

In return for your skills and experience, we offer an attractive career and benefits package, giving you the opportunity to work with a dynamic, fast-growing company where the career opportunities are exciting. The salary for this position is £26,000 - £29,500 + Bonus Scheme + Uncapped Performance Bonus.



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