About Company
Are you driven by a passion for outstanding service? At Career.zycto, we believe that exceptional customer experiences are the cornerstone of our success. We’re a dynamic, forward-thinking organization committed to fostering a supportive and collaborative environment where every team member can thrive. For a Customer Experience Officer, our focus on continuous improvement and valuing feedback provides an unparalleled opportunity to genuinely impact our service delivery and shape our future. Join a team where your insights are celebrated and your dedication to our customers makes a tangible difference every single day.
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Job Description
This role is at the heart of our commitment to customer satisfaction. As a Customer Experience Officer, you will be the vital link between our customers and our operational teams, ensuring every interaction is positive and every piece of feedback is heard and acted upon. You will play a pivotal role in maintaining high levels of customer retention and advocacy by delivering proactive and reactive support, resolving queries efficiently, and turning insights into actionable improvements. We are looking for an individual who is not just good at problem-solving, but also possesses a genuine empathy for customer needs and a strategic mind to identify patterns and suggest systemic enhancements.
Your day-to-day will involve direct customer engagement across various channels – phone, email, and live chat – providing comprehensive support on our products and services. Beyond direct support, a significant part of your responsibility will be to meticulously collect, analyze, and report on customer feedback. This includes conducting surveys, monitoring social media sentiment, and consolidating direct feedback from support interactions. You’ll work closely with product development, marketing, and operations teams to champion the customer perspective, ensuring their voices influence our continuous evolution. This is an exciting opportunity for someone who thrives in a fast-paced environment, is meticulous about detail, and is passionate about creating truly memorable customer journeys. If you are a proactive communicator, an astute listener, and a natural problem-solver who enjoys transforming challenges into opportunities for growth, we encourage you to apply. You will be instrumental in cultivating a culture where the customer is always at the forefront of our decisions.
Key Responsibilities
- Provide exceptional multi-channel customer support (phone, email, chat) by addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Actively collect, categorize, and analyze customer feedback data from various sources (surveys, direct interactions, social media, reviews).
- Identify trends and patterns in customer feedback to highlight areas for service improvement, product enhancement, and operational efficiency.
- Collaborate cross-functionally with product, marketing, sales, and operations teams to advocate for customer needs and drive customer-centric initiatives.
- Develop and maintain a comprehensive knowledge base and FAQs to empower customers and streamline support processes.
- Conduct post-service follow-ups to gauge satisfaction and ensure issue resolution.
- Assist in the development and implementation of customer experience strategies and policies.
- Prepare regular reports on customer satisfaction metrics, feedback insights, and service performance for management.
- Proactively engage with customers to gather testimonials and success stories.
- Handle escalated customer complaints with professionalism and a focus on resolution and retention.
Required Skills
- Proven experience in a customer service or customer experience role.
- Excellent verbal and written communication skills with strong active listening abilities.
- Proficiency in CRM software and helpdesk ticketing systems.
- Strong analytical skills with the ability to interpret data and draw actionable insights from feedback.
- Exceptional problem-solving capabilities and a calm demeanor under pressure.
- High level of empathy and a genuine desire to help customers.
- Ability to work independently and as part of a collaborative team.
- Demonstrated organizational skills and attention to detail.
Preferred Qualifications
- A degree in Business Administration, Marketing, Communications, or a related field.
- Experience with customer feedback platforms or survey tools (e.g., SurveyMonkey, Qualtrics).
- Familiarity with NPS (Net Promoter Score) and CSAT (Customer Satisfaction) methodologies.
- Previous experience in a role focused on feedback analysis and process improvement.
- Understanding of digital customer journey mapping.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Generous paid time off and public holidays.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development and career progression.
- A vibrant and inclusive company culture with regular team events.
- Modern office environment in Newtownards with excellent transport links.
- Employee assistance program for personal and professional support.
- Pension scheme contribution.
How to Apply
Ready to make a significant impact on customer satisfaction? We’d love to hear from you! Please click on the application link below to submit your resume and a cover letter detailing why you are the ideal candidate for this Customer Experience Officer role.
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