Customer Liaison Officer - London, United Kingdom - Lendwise

Description

Job description

Customer Liaison Officer
Are you a dynamic, enthusiastic, and results orientated individual with passion for providing exception customer experiences while at the same time being a great teamplayer? If so we have the perfect opportunity for you We are currently seeking for a Customer Liaison Officer to join our dedicated team and play a crucial role in ensuring our customers receive a top notch service and support


Main Duties & Responsibilities

• Provide exceptional customer service by promptly and professionally addressing customer needs, concerns, and inquiries.
• Effectively communicate product information, policies, and procedures to customers, ensuring a clear understanding.
• Identify and resolve customer issues and complaints in a timely and satisfactory manner, escalating complex or unresolved matters to the appropriate teams.
• Collaborate with internal departments to investigate and resolve customer concerns, following established protocols and service level agreements.
• Proactively suggest and implement solutions to prevent future customer issues and enhance the overall customer experience. Build and maintain strong relationships with customers, understanding their needs and preferences.
• Engage with customers to gather feedback, testimonials, and reviews, leveraging this information to improve products, services, and processes.
• Maintain accurate and uptodate customer records, ensuring confidentiality and adherence to data protection regulations. Collaborate with crossfunctional teams to improve processes, policies, and procedures related to customer support and engagement.
• Share customer insights, feedback, and trends with relevant internal stakeholders to drive continuous improvement in products and services.
• Contribute to the development and implementation of customer service initiatives and strategies to enhance customer satisfaction and loyalty. Develop and maintain a comprehensive understanding of the company's products, services, and industry trends.
• Stay updated on product updates, new features, and enhancements to effectively communicate and educate customers.
• Provide product demonstrations, training, and guidance to customers, as needed.

Qualifications

• Undergraduate or postgraduate degree desirable

Critical skills and competencies

• Experience in a call center environment
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
• Strong problemsolving and conflict resolution abilities, with a customercentric approach.
• Empathy and patience when dealing with customer inquiries and concerns.
• Strong organisational skills and attention to detail to manage multiple customer interactions and requests simultaneously.
• Proficiency in using customer service software and tools, as well as MS Office Suite.
• Knowledge of CRM systems and practices is preferred.
• Ability to adapt and thrive in a fastpaced and dynamic environment.
• Fluent in written and spoken English, with additional languages considered a plus.

Nice to have skills

• Knowledge retention
• Ability to handle pressure
• Speed and efficiency

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Strong team player
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Strong Initiative


Salary:
£25,000.00-£27,500.00 per year


Schedule:

• Monday to Friday

Ability to commute/relocate:

• London, EC4V 3DB: reliably commute or plan to relocate before starting work (required)

Work Location:
In person