Customer Excellence Specialist

19 hours ago


Spennymoor, United Kingdom Sharpsmart Ltd Full time

Sharpsmart Customer Service team is expanding, we have a vacancy for Customer Excellence Advisor to join the team based in Spennymoor. Joining an established Customer Excellence team the Customer Excellence Advisor will provide excellent customer service to our customers and staff nationally with projects, data reporting, and communications support that helps us deliver an exceptional customer experience.

This role would suit someone who thrives on working with people and is constantly looking for ways to deliver an excellent customer experience. As a rapidly growing company, we are looking for an individual who can partner with us to support our customers, shape new ideas, implement new processes across our organisation, and who prides themselves on delivering the highest standards of service in every stakeholder interaction.

Key responsibilities
- Voice of the Customer including customer satisfaction at each stage of the journey
- Assess service statistics and collate and report customer feedback
- 3rd party communication and case investigation
- Education portal administration
- Case management escalations and investigation reports
- Regular CX reports and case trend analysis
- SLA & KPI alignment analysis
- Business and sales support administration

Skills and experience
- Minimum 2 years experience in a similar b2b customer facing role
- A People person, someone who genuinely enjoys connecting with people
- Clear communication skills with the ability to comprehend and deal with customer situations in a calm, helpful and objective manner.
- High attention to detail and quality documentation skills
- Ability to work to deadlines and manage your time well
- Problem-solving ability in uncovering customer challenges and delivering a well-considered solution
- Skilled in working effectively with cross-functional teams
- Salesforce experience preferred but not essential
- Experienced across the Microsoft Office platform | Excel, Word and Outlook

Additional pay:

- Quarterly bonus

**Benefits**:

- Company pension
- On-site parking
- Private medical insurance
- Referral programme
- Store discounts

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Spennymoor, DL16 6JF: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Salary expectations



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