Customer Experience Specialist

JOB PURPOSE:

The Customer Experience Specialist works as part of the broader Customer Success Team tasked with providing best-in-class service to our clients. The primary focus is providing Admin Support to the UK-based Customer Success team, which can include: investigating issues impacting clients, investigating and resolving content issues, resolving client queries in a timely and accurate manner, CRM data entry, and using 3rd Party and proprietary software to log issues.

Work schedule: 4:00 PM to 1:00 AM from Monday to Friday.

Main duties and responsibilities

1. Deliver customer service support to Client-facing teams.

• Provide prompt and accurate responses to Client Success tickets.
• Prioritise tickets according to designated SLAs.
• Deliver consistent, high-quality service to clients by performing tasks as requested with a high level of accuracy.
• Investigate service issues, including ...