Customer Experience Consultant – Leeds

£26,000 – £32,000

NSTR are partnered with an innovative and market leading Technology Retail business based in Leeds. To be successful in the role you will need to have exceptional customer engagement skills, a positive and practical approach to problem solving and experience of working in a customer service environment. You’ll be articulate, analytical and have first-class interpersonal and communication skills.

Responsibilities:

• Respond to customer posts on the company forums, keeping an enthusiastic and positive manner
• Liaise with relevant departments to resolve customer problems, providing feedback at each stage of the process
• Develop & maintain effective relationships with customers and other Service Support process areas
• Review escalations after they have been closed, feeding back root causes of issues and analyse key themes in customer issues
• Suggest relevant changes in process, SLA’s and/or delivery that will better support the overall customer experience
• Actively share best practice with colleagues and help to promote an innovative and continuous culture
• Responsible for operational management of the telephony platform i.e. routing, logic and messaging systems

Requirements:

• 2+ years’ experience in a similar customer focussed/ analytical role
• Analytical thinker, with a proactive approach to problem solving
• Confident communicator, able to suggest process improvements
• Will have astute attention to detail and be ‘hands-on’
• Customer focussed
• Interest in technology and product