About the role

As an SME business with an expanding global customer base, we have a growing need to support and understand our customers; to generate sales, resolve issues and to improve the user experience so that our offering continually delivers the desired impact.

As Customer Experience Exec you will take responsibility for our customer service experience; through responding to customer queries and enquiries in our customer support software Zendesk to ensure that we continually offer an efficient and delightful interaction with all our potential and existing customers.

You will consider how our customer interactions can help inform the future of our service, gathering data and insights to help generate ideas for improving our product and content across all touchpoints. You will have a wider interaction with our product, marketing, strategy and course production teams to help improve every aspect of our service, with a focus on improving the customer experience.

This is an incredible opportunity to start looking to develop your career in product management, data analysis and/or user experience, with opportunity to work closely with our senior team members in each of our departments and learn on the job.

You will report into our Chief Operating Officer

Core skills and knowledge

Practical knowledge of Product Management theory
A good understanding of digital first business’, and the needs of their customers
Great interpersonal skill, with an empathetic ability to solve customer queries
Excellent writing and communication skills, with the ability to clearly converse with customers over email and customer service tickets
Ability to use data effectively – capturing and interpreting key data points in order to learn and improve business outcomes
Great organisation skills, you can comfortably prioritise your work and manage colleagues expectations accordingly.
A working knowledge of social media platforms and community
Comfortable using the latest software and tools (any examples of tools that they’ve self-taught or are a super user of?)

Attitude and preferences

A drive to make every touchpoint of a customer service as slick, efficient and helpful as possible
A keen understanding and appreciation digital product design and user experience
You are passionate about learning new things and research market trends. You enjoy sharing your knowledge and opinions with others.
You are adaptable to the changing needs of a growing organisation and flex your approach to meet the needs of the business, stakeholders and new insights.

Responsibilities

Day to day ownership of our customer service platform Zendesk, effectively responding to tickets and enquiries, for customers
Reporting on customer service trends and insights to inform product design and UX
Reporting any technical issues to product and/or development team for speedy resolution
Building knowledge base and FAQs to improve our customer service experience
Develop an understanding of our analytics tooling and begin to own some of our reporting
Work with Marketing & Product to improve our qualitative insights across the business
Work with product, marketing and course production on ad hoc initiatives to support business growth, representing good data practice and analysis
Participating in customer and product led qualitative and quantitative activities
Working closely with a Data Engineer, Engineering and Product to establish best practice with data and be part of our growing data function
Exploring and learning how we can make the most of our data tooling, training other team members

Requirements and Qualifications

Ideally your experience will include;

At least 1 year of working experience in a relevant role
Familiarity and confidence with working online in a hybrid environment; using Microsoft tools plus Miro (online whiteboards), Asana (task tracking) and other collaborative productivity tools
Degree in maths/economics/ computer science/business related field would be advantageous
A positive can-do attitude with a desire to learn on the job

a.) Confidence working with data and completing analysis
b.) Digital product understanding
c.) Communication and empathy
d.) Adaptability and readiness to learn

Customer Experience Executive

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SALARY

£24000 - £30000

LOCATION

Central London

CONTRACT TYPE

Graduate job (permanent)

JOB DESCRIPTION