Customer Experience Specialist

**Are you an experienced customer service professional who loves delivering the very best service for your customer?**

**Do you thrive in fast-paced working environments and would love working for some of the world’s top brands?**

**If this sounds like you, we have an exciting opportunity where you can take the next step in your career**

We have an exciting opportunity for a **Customer Experience Specialist** to work with a market-leading UK mobile phone manufacturer based in **Reading.** You will join the team on a **full-time, permanent**basis, and in return, you will receive a competitive salary plus great benefits

**About us**

**Bullitt Group Ltd** are the market leaders in rugged smartphones with the Cat Rugged Phones and the Motorola Rugged phones.

We design, develop, and produce connected devices and software services that help exceptional people go further and achieve more in their life and work, including rugged smartphones that stand up to the toughest elements. For over 10 years, we have workedwith some of the world’s most recognisable brands to create innovative products that help empower our users every day.

Our head offices are based in Reading with a fun, relaxed, and hardworking environment that allows staff to thrive and achieve in every aspect of their work life. We love and reward our employees who go above and beyond to help us spread the word about ourawesome products and services. We encourage our employees to think globally yet act locally to help us bring the best service to our customers regardless of where they are in the world.

As a **Customer Experience Specialist**, you will be the voice of our brand, delivering best in class customer support.

**Key responsibilities of the Customer Experience Specialist**:

- Ensuring our customers receive the best possible experience at all points along their customer journey
- Working effectively with colleagues in support functions around the business to maximise customer satisfaction
- Using our Customer Relationship Management (CRM) system, you will record full details of enquiries and actions taken on any knowledge gaps and help to create bulletins to form a knowledge base for CS agents
- Providing feedback on the efficiency of the CS process, identifying areas for improvement, and being involved in facilitating these improvements
- Reviewing in-house processes and circulating to wider Service team members
- Being the first escalation point of contact for CS agents and the wider Bullitt organisation
- Supporting CS agents to close any unresolved support cases
- Training the trainer, being involved in Bullitt process, and CS training for new CS agents
- Being responsible for agent empowerment and in-house costs
- Proactively contacting warranty installed base customers

**Skills and experience of the ideal Customer Experience Specialist**:

- Experience in a Telecoms/MVNO-type customer support environment
- Excellent people skills and the ability to build lasting relationships with customers and colleagues
- The ability to remain calm and clear, delivering an excellent customer experience while troubleshooting and resolving issues
- Excellent timekeeping and process management, ensuring actions are completed within agreed time frames
- Communication and influencing skills - friendly communication skills, with the ability to adapt to different audiences
- Excellent English language skills (both written and spoken) and fluency in another European language is a plus
- Proficient in the use of MS Office packages and experience with Salesforce or Zendesk
- Self-starter and motivated individual who is not scared to get stuck in and help

**Benefits you will receive from us**:

- A fun hybrid working environment from our offices in the centre of Reading
- A competitive salary
- 25 days holiday per year PLUS your birthday off on us
- Discounts from a whole host of retailers and restaurants across the UK
- Contributory pension scheme
- Life Assurance
- Medical Insurance

If you want to be part of a market-leading UK company, then please click **‘apply’**today to become our **Customer Experience Specialist.** We’d love to hear from you