Customer Experience Executive - Fareham, United Kingdom - Smart Recruit Online

Smart Recruit Online

Verified Company

Fareham, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Due to continued success and growth, is now recruiting for a Customer Experience Executive/Digital Copywriter to join our team at our HQ in Segensworth.

Our Business

Could this be the ideal role for me?
If you possess the following skills, we would love you to join our team as a Customer Experience Executive/Digital Copywriter

Experience with content writing for customer knowledgebases
Creative writing
Good standard of written English
A confident and enthusiastic presentation style
IT Literate

Essential Skills:

What will I be responsible for?

Joining our team as a Customer Experience Executive/Digital Copywriter, you will focus is to help monitor and improve customer support for our products and services, especially around tech issues our customers may face.

Your day to day duties will include:

Write and maintain our customer knowledge base for billing and technical support, identifying and filling gaps.
Use data to help categorise, tag and implement search terms for the customer knowledge base.
Gather and quantify customer feedback on products and services.
Help design, measure, analyze, improve and control customer communications and associated processes.
Perform quality audits on customer interactions to understand the customer experience to help continuously improve customer engagement and agent performance.
Travel to Outsource partner locations when required
Assist head office management to ensure support teams are reaching set SLA and KPI targets.
Any other tasks that are passed across from the Head Support or the Customer Support Manager.

About Company:

Why work for us?
In return for your hard work as our Customer Experience Executive/Digital Copywriter, you will be offered a competitive salary of up to £27,000 + up to 10% personal bonus depending on experience & a great benefits package including:

28 days annual leave, plus length of service accrual & birthday off
Free daily lunch, plus unlimited snacks and drinks
Onsite bar, pool table, darts board and basketball court
7Day Gym & Golf Membership at Skylark Golf & Country Club
BUPA Health & Dental Cover after 1 year
BUPA Health Assessment every 3 years for you and a partner

- £50 weekly dining credit at Skylark Golf & Country Club

Length of Service Holiday Accrual
Annual Netflix & Spotify Vouchers

Sounds good right? Click APPLY below to register your interest in the role of Customer Experience Executive/Digital Copywriter

Essential Requirements:

What will I be responsible for?

Your day to day duties will include:

Write and maintain our customer knowledge base for billing and technical support, identifying and filling gaps.
Use data to help categorise, tag and implement search terms for the customer knowledge base.
Gather and quantify customer feedback on products and services.
Help design, measure, analyze, improve and control customer communications and associated processes.
Perform quality audits on customer interactions to understand the customer experience to help continuously improve customer engagement and agent performance.
Travel to Outsource partner locations when required
Assist head office management to ensure support teams are reaching set SLA and KPI targets.
Any other tasks that are passed across from the Head Support or the Customer Support Manager.