Customer Experience Specialist

As an individual you will be responsible for first line responses to customer service requests by telephone, email, web, and portal.

Additionally, you will be responsible for:

• Maintaining Customer Satisfaction


• Maintaining allocated work pools ensuring all cases are worked according to their SLA's and pro-actively manage the CRM tickets


• Competency on all supplier portals and communication processes


• Ad hoc cover for accepting orders/deliveries, dealing with post


• Ad hoc cover for logistics controller ensuring the day-to-day orders are placed and parts are delivered within the required timeframes


• Providing 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), Free daily breakfasts in the office


• Regular companywide events


• Monthly 'shining star' employee recognition awards


• Pension and life insurance


• Refer a friend scheme (£1,000)


• Mental health, financial and legal support


• Training and development plans


• State of the art offices


• Option to buy and sell holiday


• Employee Dream Ball - Quarterly chance to win £3k towards a dream


Culture is important to us as are our values

• Work together to win together


• Be brave and think differently


• Own it and never give up


• Strive to be the best


• Stay curious and keep learning
  
  At least 5 GCSE Grades at 'C' level or above including Maths and English


• Previous employment in a customer service or co-ordination role


• 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


• 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


• High level of personal motivation, looking to further skills and career through In-House training


• Ability to multitask is vital to this role
  
  Established in 1992, Opus are specialists in delivering contact centre, business telecoms, managed IT, business mobile and IoT and managed print consultancy for over 1,000 large SME, mid-market, enterprise and public sector organisations across the UK.


Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Five9, Mitel, 8x8, Cirrus, Gamma where we have achieved platinum partner status.

https://www.opustech.co.uk/blog/best-companies-award