Digital Excellence and Customer Loyalty Specialist

7 hours ago


Leeds, Leeds, United Kingdom TRC Yorkshire Full time

Job Overview: We are seeking a Digital Excellence and Customer Loyalty Specialist to join our team in Leeds.

About the Company: TRC Yorkshire is a dynamic and fast-growing company that offers exciting career opportunities.

The Role: As a Digital Excellence and Customer Loyalty Specialist, you will be responsible for managing online presence, ensuring quality control, handling customer interactions, creating engaging content, and overseeing complaints.

Key Responsibilities:

  • Manage online presence by responding to online reviews, encouraging positive feedback, and managing our online reputation to protect and enhance our brand.
  • Ensure quality control by listening to sales and project management calls and others to ensure adherence to protocols and quality standards.
  • Handle customer interactions by resolving first-level complaints, leading investigations, and ensuring customer satisfaction aligns with company expectations.
  • Create engaging content, including video customer testimonials and 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.

Benefits:

In return for your skills and experience, we offer an attractive career and benefits package, including a salary of £26,000 - £29,500 + Bonus Scheme + Uncapped Performance Bonus.



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