Customer Experience Analyst 3843
£24000 – £30000 DOE
Customer Experience Analyst
If you are looking for analyst jobs, we have a great role for a Customer Experience Analyst to join our growing IT Department. The salary is £24k- £30k DOE. The hours are 8am to 6pm 7.5 hours a day on a shift basis. This is a remote role with monthly / quarterly meetings needed onsite.
The aim of the IT company is to deliver an efficient and effective service that has scalability and flexibility to support the demands of the business. Building strategic capabilities, enabling transformational efforts and embedding quality in all systems and processes.
The Customer Experience team are the first point of contact for our business when engaging with our IT Support function and are responsible for ensuring the experience is a positive one. We’re keen for our relationship with the business to be strong and aim to always deliver a quality service.
Firstly, Service Delivery
Secondly, answer Customer Support messages via telephone, e-mail, web portal and chat.
Also, listen to Customer queries and either resolving at first contact or accurately identifying the appropriate department to assist.
Likewise, accurately record Customer queries within our call logging software.
Also, validating Customer contact details to ensure hassle-free future engagement.
Own the End-to-End progress of outstanding queries and proactively communicating appropriate updates to the Customer.
Most importantly, work within the framework of best practices for IT Service Management.
Use Knowledge Articles provided by Subject Matter Experts to increase first contact resolution.
Also, actively look for opportunities to improve Customer Experience.
Work with the wider IT function to identify “Shift Left” opportunities.
Lastly, follow up with the Customer to measure their Customer Satisfaction levels.
What we are looking for in Customer Experience Analyst:
Firstly, focused on Customer Experience
Must have excellent Communication and Interpersonal Skills
Likewise, Customer Service Support Experience
Also, Excellent Listening Skills
Most importantly, be able to work within a Team
Capable of following work instructions
Pays attention to detail and a fast learner
Be a good Problem Solver/Analytical
Lastly, good at Prioritising and Multi-Tasking
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