About Company
Career.zycto is at the forefront of innovating user engagement, designing intuitive platforms that truly resonate with our global audience. We empower individuals and businesses alike through cutting-edge solutions, always placing the user at the heart of our development. For a Customer Experience Officer, this means a dynamic environment where your insights directly shape product evolution and service delivery. Join a team passionate about cultivating outstanding interactions, where your dedication to feedback and support is not just valued, but essential to our collective success and growth.
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Job Description
Are you a highly empathetic and proactive individual with a passion for ensuring exceptional customer satisfaction? Career.zycto is seeking a dedicated Customer Experience Officer to join our vibrant team in Holywood, Belfast. In this pivotal role, you will be the bridge between our innovative products and our valued users, ensuring their journey with Career.zycto is seamless, supportive, and truly rewarding. You will be instrumental in collecting, analyzing, and acting upon customer feedback, transforming insights into actionable improvements across our services and platforms. This isn’t just about problem-solving; it’s about proactively anticipating needs, fostering strong customer relationships, and championing the voice of the customer within our organization.
Your day will involve a dynamic mix of direct customer interaction through various channels (email, chat, phone), deep dives into user data, and collaborative sessions with product development, marketing, and engineering teams. You will articulate customer pain points and desires with clarity, influencing product roadmaps and feature enhancements. We are looking for someone who thrives in a fast-paced environment, possesses impeccable communication skills, and genuinely enjoys making a tangible difference in people’s experience. If you are meticulous, analytical, and driven by a desire to create an unparalleled customer journey, Career.zycto offers a unique opportunity to grow your career and leave a lasting impact on our user community. Join us in building not just products, but loyal advocates who believe in what we do.
Key Responsibilities
- Manage and resolve customer inquiries and support requests efficiently and professionally across multiple channels (email, chat, phone).
- Gather, analyze, and interpret customer feedback data to identify trends, pain points, and opportunities for improvement.
- Act as the primary advocate for the customer, communicating their needs and insights to relevant internal teams, including product, engineering, and marketing.
- Contribute to the development and refinement of customer support policies, procedures, and best practices.
- Develop and maintain comprehensive knowledge of Career.zycto's products and services to provide accurate and helpful information.
- Assist in creating and updating customer-facing resources, such as FAQs, knowledge base articles, and tutorials.
- Proactively identify potential customer issues and implement strategies to mitigate them.
- Participate in cross-functional team meetings to ensure customer feedback is integrated into product development cycles.
- Monitor customer satisfaction metrics (e.g., NPS, CSAT) and contribute to strategies for continuous improvement.
Required Skills
- Minimum 2 years of experience in a customer service, customer success, or customer experience role.
- Exceptional written and verbal communication skills with a strong command of English.
- Demonstrated ability to empathize with customers and understand their needs.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk systems.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Ability to work independently and collaboratively within a team environment.
- Excellent organizational skills and attention to detail.
- Proven ability to manage multiple priorities in a fast-paced setting.
Preferred Qualifications
- Bachelor’s degree in Business, Communications, Marketing, or a related field.
- Experience in the technology or SaaS industry.
- Familiarity with data analysis tools and methodologies for customer insights.
- Experience working with remote teams and diverse customer bases.
- Proficiency in additional languages is a plus.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off and flexible working arrangements.
- Opportunities for professional development and continuous learning.
- A vibrant, collaborative, and inclusive company culture.
- Modern office space with state-of-the-art facilities.
- Regular team social events and activities.
How to Apply
If you are ready to make a significant impact on our customer’s journey and contribute to a company that values innovation and user satisfaction, we encourage you to apply! Please click on the link below to submit your application.
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