About Company
Empowering careers and connecting talent globally, Career.zycto is at the forefront of innovative HR solutions. We are a dynamic force reshaping how professionals thrive and businesses grow, deeply committed to fostering a supportive and forward-thinking work environment. For a Customer Experience Officer, this means joining a team where your voice is valued, your contributions directly impact our user community, and your growth is paramount. Experience a culture that champions empathy and continuous improvement, making every interaction count.
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Job Description
Are you passionate about creating exceptional user journeys and turning feedback into tangible improvements? Career.zycto is seeking a dedicated and empathetic Customer Experience Officer to join our vibrant team in Beeston, Leeds. In this crucial hybrid role, you will be the frontline voice of our company, responsible for providing outstanding support and meticulously gathering user feedback across various channels. Your mission will be to ensure every interaction leaves our users feeling heard, valued, and empowered.
This isn’t just about problem-solving; it’s about proactively understanding user needs, identifying pain points, and collaborating with our product and development teams to implement solutions. You will be instrumental in transforming raw data from user interactions into actionable insights that drive continuous improvement for our platform and services. We are looking for someone who thrives in a fast-paced environment, possesses impeccable communication skills, and genuinely cares about making a positive impact on others’ careers. If you’re eager to shape the future of talent acquisition and professional development by championing the voice of the customer, we want to hear from you. Join us in cultivating a world-class experience for all Career.zycto users.
Key Responsibilities
- Manage inbound customer inquiries and support requests efficiently across multiple channels (email, chat, phone).
- Provide accurate, timely, and empathetic solutions to user issues, ranging from technical troubleshooting to account management queries.
- Proactively gather, document, and analyze user feedback to identify trends, pain points, and opportunities for service enhancement.
- Collaborate closely with product, engineering, and marketing teams to relay customer insights and advocate for user-centric improvements.
- Contribute to the development and maintenance of a comprehensive knowledge base and self-service resources.
- Monitor customer satisfaction metrics and actively work towards exceeding service level agreements (SLAs).
- Onboard new users and guide them through our platform's features, ensuring a smooth and positive initial experience.
- Represent Career.zycto's values in all customer interactions, fostering trust and loyalty.
- Participate in regular team meetings, training sessions, and continuous professional development initiatives.
Required Skills
- Proven experience in a customer service, customer support, or customer experience role.
- Exceptional written and verbal communication skills with a keen eye for detail.
- Demonstrable empathy and the ability to de-escalate challenging situations with professionalism.
- Strong problem-solving abilities and a proactive approach to identifying solutions.
- Proficiency in CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk tools.
- Ability to analyze customer data and translate insights into actionable recommendations.
- Excellent organizational skills and the ability to manage multiple priorities effectively.
- A genuine passion for helping people and contributing to a positive user experience.
Preferred Qualifications
- Bachelor's degree in Business, Communications, Psychology, or a related field.
- Experience in the HR, recruitment, or technology industry.
- Familiarity with project management methodologies or tools.
- Experience contributing to or managing a customer knowledge base.
- Ability to speak multiple languages is a plus.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive private health and dental insurance.
- Generous pension contribution scheme.
- Flexible hybrid working model (2-3 days in office per week).
- Dedicated budget for professional development and training courses.
- Employee wellness programs and mental health support.
- Regular team social events and company-wide celebrations.
- Modern office environment with excellent amenities in Beeston, Leeds.
- Opportunity to work with a forward-thinking and impact-driven team.
How to Apply
Ready to make a real difference in customer experience? We encourage you to click the application link below to submit your CV and a cover letter detailing why you are the perfect fit for this role at Career.zycto. Tell us about your approach to handling challenging customer interactions and how you turn feedback into positive change.
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