About Company
Are you driven by ensuring customer satisfaction and shaping stellar experiences? At Career.zycto, we believe that exceptional customer interaction is the cornerstone of our success. We are a dynamic and forward-thinking organization dedicated to innovation and service excellence. Join a team where your insights into customer journeys and feedback are not just heard but are instrumental in evolving our strategies. We foster a collaborative environment, empowering professionals to make a tangible impact, grow their expertise, and champion the voice of the customer at every turn. If you thrive on building lasting relationships and optimising service delivery, Career.zycto offers the perfect platform for your passion.
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Job Description
Career.zycto is seeking a dedicated and proactive Customer Experience Officer to join our vibrant team in Pilton, Edinburgh. This pivotal role is central to our commitment to delivering unparalleled service and cultivating strong, positive relationships with our clientele. As a Customer Experience Officer, you will be the direct conduit between our company and our customers, playing a critical role in understanding their needs, addressing their concerns, and gathering valuable feedback that will shape our future offerings. Your day-to-day will involve hands-on interaction, problem-solving, and analytical thinking, ensuring every customer touchpoint is efficient, empathetic, and ultimately, delightful.
We’re looking for someone who is not just good at customer service but passionate about defining and elevating the entire customer journey. You will work closely with various internal departments, including product development, sales, and marketing, to champion customer advocacy and integrate feedback into our operational processes. This is more than a support role; it’s an opportunity to be an architect of satisfaction, directly influencing how our customers perceive and interact with Career.zycto. If you possess a keen eye for detail, exceptional communication skills, and a genuine desire to make a difference in customer satisfaction, we encourage you to apply and help us build an enduring legacy of customer loyalty. You’ll contribute significantly to developing and implementing customer service policies and procedures, ensuring consistency and excellence across all platforms. This role offers the chance to truly impact our brand’s reputation and customer loyalty through proactive engagement and strategic insight.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries, concerns, and feedback via multiple channels (email, phone, chat).
- Investigate and resolve complex customer issues promptly and efficiently, ensuring a positive resolution.
- Collect, analyze, and interpret customer feedback data to identify trends, pain points, and areas for improvement.
- Collaborate with product, marketing, and sales teams to communicate customer insights and drive customer-centric improvements.
- Develop and implement strategies to enhance the overall customer journey and satisfaction.
- Monitor customer satisfaction metrics (e.g., NPS, CSAT) and report on performance to stakeholders.
- Proactively identify opportunities to improve existing processes and workflows for better customer outcomes.
- Create and maintain comprehensive knowledge base articles and FAQs to empower customers with self-service options.
- Champion customer advocacy within the organization, fostering a customer-first culture.
Required Skills
- Minimum of 3 years of experience in a customer service, customer success, or customer experience role.
- Exceptional written and verbal communication skills.
- Proven ability to analyze customer feedback and translate insights into actionable recommendations.
- Strong problem-solving and conflict resolution abilities.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer support platforms.
- Excellent interpersonal skills and a proven ability to build rapport with customers.
- Highly organized with strong attention to detail and ability to manage multiple priorities.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Experience with customer journey mapping and service design methodologies.
- Familiarity with data visualization tools (e.g., Tableau, Power BI) to present customer insights.
- Certification in Customer Experience Management (CEM) or similar.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous paid time off, including public holidays and an annual leave allowance.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development and continuous learning.
- A supportive and collaborative work environment.
- Company pension scheme.
- Regular team social events and activities.
- Cycle to Work scheme.
How to Apply
If you are ready to make a significant impact on our customer experience and contribute to a thriving team, we encourage you to apply. Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role.
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