Job Description
GlobalConnect Ltd is seeking a dedicated Senior Customer Experience Specialist to join our dynamic team in London. In this pivotal role, you will serve as the primary face of our brand, ensuring our valued clients receive world-class service and support. We pride ourselves on a collaborative culture that values innovation and professional growth.
We are looking for individuals who are passionate about problem-solving and excel in a fast-paced, high-volume environment. Join us to drive customer satisfaction metrics and contribute directly to the company's success in the UK market.
Responsibilities
- Manage and resolve complex customer inquiries via email, live chat, and phone with high efficiency and accuracy.
- Act as a primary point of contact for key accounts, ensuring high retention rates and loyalty.
- Collaborate closely with cross-functional teams to improve product features and service protocols based on user feedback.
- Maintain detailed, accurate records of all customer interactions in the CRM system.
- Identify trends and recurring issues in customer feedback to suggest process improvements.
- Train and mentor junior staff members on best practices and company policies.
- Participate in quarterly business reviews to discuss customer satisfaction scores and operational KPIs.
Qualifications
- Minimum of 3 years of experience in customer service, client relations, or a similar support role.
- Strong proficiency in English with exceptional verbal and written communication skills.
- Proficiency in CRM software (e.g., Salesforce, Zendesk, or HubSpot) is highly desirable.
- Ability to work independently as well as part of a diverse, cross-functional team.
- High level of emotional intelligence and conflict resolution skills.
- Relevant degree or professional certification in Business, Communications, or Hospitality is a plus.
- Flexibility to work flexible hours, including occasional evenings or weekends.