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Customer Experience Enhancement Specialist

1 month ago

Uxbridge, United Kingdom Canon Full time

At Canon, we're seeking a skilled Customer Experience Enhancement Specialist to join our team. This exciting opportunity will see you play a key role in 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.

Requirements:

  • 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.

About Canon:

At Canon, we have a clear vision: to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally. We're committed to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contributions.

What We Offer:

  • Minimum of 25 days of personal holiday per year with up to 5 days of available holiday purchase.
  • Generous Pension Scheme.
  • Private Healthcare and wider medical plan.
  • Up to 38% Discount on Canon products.
  • Flexible benefits policy.
  • Free parking on site.
  • Excellent Subsidized restaurant.
  • Subsidized Costa Coffee on site too.
  • Discounted rates at Nuffield Health Gym.
  • Partnership with Mental Health First Aid UK with a network of mental health champions.
  • Great transport links - Elizabeth Line and Stockley Park low-cost Shuttle Bus.
  • Learning & Development Opportunities.