Senior Customer Experience Specialist

4 weeks ago


London, Greater London, United Kingdom undisclosed Full time

About the Role:

Unlock a world of personalized healthcare as a Senior Customer Experience Specialist at a pioneering start-up. You'll be at the forefront of developing a next-generation biosensing technology that empowers individuals to make informed decisions about their health and well-being.

Your Mission:

  • Deliver world-class customer service through various channels, ensuring seamless interactions and resolving complex issues.
  • As part of our escalation team, you'll receive and address more intricate tickets, prioritizing the customer's needs.
  • Provide exceptional support to our VIP customers, tailoring their experience to meet their unique requirements.
  • Take charge of technical escalations and advanced inquiries, leveraging your expertise to provide solutions.
  • Stay up-to-date with product knowledge and device troubleshooting, showcasing your technical acumen.
  • Contribute to maintaining our Help Centre by updating internal and customer-facing FAQs.
  • Collaborate with key stakeholders to resolve pressing issues efficiently.
  • Share your insights with the tier 1 team, ensuring they're equipped to handle quality issues and new processes.
  • Continuously seek opportunities to enhance the customer service experience, implementing innovative ideas.

What We're Looking For:

  • A seasoned professional with prior experience in senior customer support or team leadership roles.
  • A flexible and adaptable individual who thrives in a dynamic start-up environment.
  • The ability to quickly grasp new skills and technologies.
  • A passion for putting the customer at the forefront of everything you do.
  • Advanced technical knowledge of iOS and Android operating systems, Bluetooth-connected devices.
  • Experience with Zendesk or Salesforce would be an asset.


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