Customer Experience Specialist
Opus Technology, United Kingdom
Job Description
WHERE? OPUS
Established in 1992, Opus is an independent, privately-owned technology provider, based in Reigate, Surrey integrating best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide. Working together with our industry leading partners, our purpose is to enable businesses to succeed and thrive.
Due to our exciting, ongoing growth within the IT amp; Telecoms Sector, we are currently recruiting for an ambitious Customer Experience Specialist who will be responsible for first line responses to customer service requests by telephone, email, web and portal.
We’re proud of the people that work for us and the culture that has been created by us all. We strive to work hard, never give up and aim high with a bit of fun thrown in at the same time. We encourage staff to keep learning and developing so together we can continue to thrive.
25 Days Holiday + 8 Bank Holidays
Optional Hybrid working
As an individual you will need to have a high level of personal motivation, a willingness to adapt in a fast-paced environment and be an effective communicator.
Additionally, you will:
- Maintain Customer Satisfaction
- Maintain Allocated work pools ensuring all cases are worked according to their SLA’s and pro-actively manage the CRM tickets
- To be competent on all supplier portals and communication processes
- Adhoc cover for accepting orders/deliveries, dealing with post
- Adhoc cover for logistics controller ensuring the day-to-day orders are placed and parts are delivered within the required timeframes
- When required provide out of hours support to our customers within the Networks on call schedule. (The on-call schedule works on a 7 week 1 week on/6 weeks off rotation with a waiting list to join)
Other organisations may call this role Customer Service Advisor, Customer Experience Agent or CX Advisor.
Our aim is to attract, develop and retain the industries most talented people, and we’re keen to hear from individuals that have the same values as we do and want to work in an inclusive, friendly, and supportive environment.
We are seeking a Customer Experience Specialist with:
- At least 5 GCSE Grades at ‘C’ level or above including Maths and English
- Previous employment in a customer service or co-ordination role preferred
- PC literate. IT Microsoft office proficient. Exposure to databases preferred
- Methodical work ethic. Strong on conflict resolution. Strong problem-solving ability as well as excellent customer care skills
- High level of personal motivation and well organised
- Ability to communicate at all levels with an excellent telephone manner
- Ability to understand the point of view of other departments and put own point of view clearly. Good at keeping other departments in the picture and flagging up potential problems
- Positive attitude and behaviour, as well as trustworthy, credible and reliable nature
Pension and Life Assurance
Wellbeing, Financial and Legal Support
Long service awards
Regular evaluation and salary reviews
Refer a friend bonus scheme - 1,000
Staff recognition awards
Company events summer and Christmas including social gatherings
Friday social events
Seasonal Surprise Deliveries
Within walking distance of train station and town centre
Ability to buy or sell 5 days holiday
For other opportunities please follow us on LinkedIn: https://www.linkedin.com/company/opustechnology