About Company
Are you a Customer Experience Specialist passionate about making every interaction count? Career.zycto champions seamless remote customer engagement, driving satisfaction and loyalty through innovative solutions. We believe in empowering our team to deliver exceptional support from anywhere, fostering a culture of trust, growth, and collaboration. Our commitment to cutting-edge tools and a supportive virtual environment makes us the perfect place to advance your career. Join a forward-thinking company where your dedication to outstanding service is truly valued and celebrated, making a real impact on our global client base.
Job Description
Are you an empathetic, tech-savvy individual with a passion for delivering exceptional customer experiences, all from the comfort of your home in Edinburgh? Career.zycto is on the lookout for a dedicated Customer Experience Specialist to join our dynamic remote team. In this pivotal role, you’ll be the friendly voice and expert guide for our customers, ensuring their journey with us is seamless, positive, and memorable. This isn’t just another customer service job; it’s an opportunity to genuinely impact customer loyalty and brand perception through every interaction.
As a Remote Contact Specialist, you will play a crucial part in shaping our brand’s reputation and fostering lasting customer relationships. Your day will involve expertly navigating a diverse range of customer inquiries, troubleshooting technical issues with precision, and providing insightful, tailored solutions across multiple communication channels, including email, chat, and phone. We believe that outstanding customer service isn’t just about solving problems; it’s about anticipating needs, exceeding expectations, and leaving every customer feeling genuinely valued and understood. You’ll be empowered to take ownership of customer issues from start to finish, ensuring a consistent and high-quality experience.
Career.zycto prides itself on a supportive remote work environment where your professional growth is actively encouraged. We provide all the necessary cutting-edge tools, comprehensive training, and continuous development opportunities to ensure you can excel from anywhere. You’ll be backed by a collaborative team culture that thrives on shared success, open communication, and continuous improvement, even across different time zones. We value clear, concise communication and a proactive approach to problem-solving. If you possess a keen eye for detail, a natural ability to connect with people from various backgrounds, and an unwavering commitment to maintaining the highest standards of service, then this could be your next significant career step. Join us in our mission to redefine customer satisfaction and make a tangible impact on our diverse global client base while enjoying the flexibility and autonomy of a remote role based in beautiful Edinburgh, Scotland. We are looking for someone who is proactive, self-motivated, and eager to contribute to a forward-thinking company that values innovation and human connection above all else, ensuring our customers always feel heard and supported.
Key Responsibilities
- Manage inbound customer inquiries via email, chat, and phone with professionalism and efficiency.
- Diagnose and resolve customer issues, providing clear and concise solutions and guidance.
- Document customer interactions accurately in our CRM system and maintain comprehensive records.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Proactively identify opportunities to improve customer satisfaction and contribute to process enhancements.
- Adhere to company policies and procedures, ensuring data privacy and security.
- Meet or exceed key performance indicators (KPIs) related to response times, resolution rates, and customer satisfaction.
- Stay informed about product updates, service changes, and industry best practices.
Required Skills
- Proven experience in a customer service or customer experience role (remote experience preferred).
- Exceptional written and verbal communication skills.
- Strong problem-solving abilities with a keen eye for detail.
- High level of empathy and a customer-centric mindset.
- Proficiency with CRM software and general office applications (e.g., Google Workspace, Microsoft Office).
- Ability to work independently and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a dedicated home office space.
- A positive attitude and a passion for helping people.
Preferred Qualifications
- Familiarity with Zendesk, Salesforce Service Cloud, or similar customer support platforms.
- Experience in the technology or SaaS industry.
- Multilingual abilities (e.g., French, German, Spanish).
- Relevant certifications in customer service or support.
- Bachelor's degree or equivalent professional qualification.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Fully remote work model, offering flexibility and work-life balance.
- Comprehensive health and wellness benefits.
- Generous paid time off and public holidays.
- Pension scheme contributions.
- Allowance for home office setup and utilities.
- Ongoing professional development and training opportunities.
- Supportive and collaborative virtual team environment.
How to Apply
Eager to make a difference from your home in Edinburgh? We invite you to apply by clicking on the link below. Please ensure your CV highlights your relevant customer experience and remote work capabilities. We look forward to reviewing your application!
