Customer Experience Executive - Fareham, United Kingdom - Total Security Ltd

Description

The Customer Experience Executive's focus is to assist in monitoring and improving customer support for our products and services, especially around tech issues our customers may face.

They will need to assist in ensuring everything shown and communicated to our customers is up to date and accurate.

This will be done by completing tasks delegated by the Head of Support that includes assisting in writing documentation served on our web-based knowledge bases to updating canned responses and message templates and managing all customer technical support escalations.

They will be required to:

• Assist in updating and maintaining our customer knowledge base's for billing and technical support, identifying and filling gaps.
• Implement search terms for the customer knowledge base.
• Assist in gathering and quantifying customer feedback on products and services.
• Help reduce contacts received whilst maintaining/increasing customer satisfaction
• Help design, measure, analyze, improve and control customer communications and associated processes.
• Log, Respond and analyze all customer technical support escalation through our ticketing system. Ensure that our tech escalation journey is robust and structured correctly.
• Assist in mapping and visualizing the customer journey to help identify pain points.
• Perform quality audits on customer interactions to understand the customer experience to help continuously improve customer engagement and agent performance.
• 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 of Support.
• Review and liaise with relevant departments to enhance the support knowledge base and identify areas for improvement.
• There may be a requirement from time to time to travel to Outsource partner locations abroad

Our team work hard for us, so in return, we offer a competitive salary and bonus package, alongside a fantastic office space, high spec equipment and an unrivalled benefits package, plus regular team events and treats.

To find out more about our company culture, please visit our website and Social Media pages


Salary:
£23,000 - £26,000 + up to 10% performance based annual bonus
5% Matched Pension Scheme
28 days holiday, plus 1 day off for your birthday, plus length of service accrual
Training & development support
FREE Breakfast, lunch, snacks & drinks all day every day
A variety of mix & match monthly vouchers (including Netflix, Spotify, Spa & Retail)
Generous food allowance at local restaurants
Onsite Gym
Osteopath allowance (onsite)
FREE Adblocking, Antivirus and Protection for your devices
Charity donation initiative
BUPA Health & Dental insurance
BUPA Be.
Ahead Assessments
Eye care vouchers
Golf Membership
Cycle2Work Scheme
Mental Health Support and a 24/7 Anytime Healthline
Financial Support
Life Assurance
Free on-site hair cuts
Onsite cocktail bar
Regular team building events

Full time work location:
Total Security HQ, Segensworth, PO15