Customer Experience Specialist

Vacancy Name: Customer Experience Specialist

Vacancy Description: Are you an experienced customer service professional who loves delivering the very best service for your customer? Do you thrive in fast-paced working environments? Would you like to work with some of the world’s top brands for a market-leading UK mobile phone manufacturer?

If this sounds like you, we have an exciting opportunity where you can take the next step in your career!

Salary Range: Competitive

City: Reading

Country: United Kingdom

Job Title: Customer Experience Specialist

Job Description:

Are you an experienced customer service professional who loves delivering the very best service for your customer? Do you thrive in fast-paced working environments? Would you like to work with some of the world’s top brands for a market-leading UK mobile phone manufacturer?

If this sounds like you, we have an exciting opportunity where you can take the next step in your career!

Job Purpose: As a Customer Experience Specialist, you will be the voice of our brand, delivering best in class customer support. 

Reports to: Senior Manager After Sales

Location: Reading, UK 

Main Roles and Responsibilities:

  • You will use your excellent customer service skills to assist with inbound and outbound enquiries over the phone, by chat and email in order to find the best solution for all parties.
    • Consider how we can utilise new technology such as AI.
  • You will need to have outstanding problem-solving skills, combining them with exceptional people skills to ensure our customers receive the best possible experience at all points along their customer journey.
  • Work effectively with colleagues in support functions around the business to maximise customer satisfaction.
  • Using our Customer Relationship Management (CRM) system, you will record full details of enquiries and actions taken. 
  • Initiate self-learning to improve on any knowledge gaps and help to create bulletins to form a knowledge base for CS agents.
  • You will provide feedback on the efficiency of the CS process, identifying areas for improvement and being involved in facilitating these improvements. 
  • Review in-house processes and circulate to wider Service team members.
  • First escalation point of contact for CS agents and the wider Bullitt organisation.
    • Convey issues recorded by CS to relevant part of the Bullitt organisation.
  • Support CS agents to close any unresolved support cases.
  • Train the trainer, being involved in Bullitt process and CS training for new CS agents.
  • Identifying additional training needs for existing CS agents.
  • Responsible for agent empowerment and in-house costs
  • Maintain call, chat, email & social media quality monitoring, giving constructive feedback to CS agents.
  • Proactively contact warranty installed base customers:
    • Identify customer concerns to try to resolve before they become problematic.
    • Identify upgrade or upsell opportunities, especially for Customers in 2nd year of warranty.

Skills and Experience:

  • Experience in a Telecoms/MVNO-type customer support environment with excellent people skills and the ability to build lasting relationships with customers and colleagues would be desirable. 
  • The ability to remain calm and clear, delivering an excellent customer experience while trouble shooting and resolving issues. 
  • Excellent timekeeping and process management, ensuring actions are completed within agreed time frames. 
  • Communication and influencing skills – friendly communication skills, with the ability to adapt to different audiences. 
  • Excellent English language skills (both written and spoken) and fluency in another European language is a plus. 
  • Proficient in the use of MS Office packages and experience with Salesforce or Zendesk (desirable)  
  • Self-starter and motivated individual who is not scared to get stuck in and help. 

What you’ll receive from us:

  • A fun working environment from our offices in the centre of Reading
  • A competitive salary
  • 25 days holiday per year PLUS a day off for your birthday!
  • Discounts from a whole host of retailers and restaurants across the UK
  • Contributory pension scheme 
  • Life Assurance
  • Medical Insurance

Sounds interesting?

If you think you’d be a good fit for this role, then we would love to hear from you!

About Bullitt

We are the market leaders in rugged smartphones with the Cat Rugged Phones and the Motorola Rugged phones.

We design, develop, and produce connected devices and software services that help exceptional people go further and achieve more in their life and work, including rugged smartphones that stand up to the toughest elements. For over 10 years, we have worked with some of the world’s most recognisable brands to create innovative products that help empower our users every day.

Our head offices are based in Reading with a fun, relaxed and hardworking environment that allows staff to thrive and achieve in every aspect of their work life. We love and reward our employees who go above and beyond to help us spread the word about our awesome products and services. We encourage our employees to think globally yet act locally to help us bring the best service to our customers regardless of where they are in the world.

Helpful links:

www.catphones.com/en-gb/

www.motorolarugged.com/en-gb/

www.landroverexplore.co.uk

www.bullitt-group.com

Experience: Experience in a Telecoms/MVNO-type customer support environment with excellent people skills and the ability to build lasting relationships with customers and colleagues.

Company: Bullitt Group Ltd

Location: UK

Department: Service

Reference: VA39

Vacancy Type: External

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