Customer Experience Analyst
23275 - 29241 euros p.a
Customer Experience Analyst
GTS are looking for a Customer Experience Analyst to join our growing IT Department.
This is a hybrid role with travel to the offices just outside Dublin one to two days a week.
Hours of cover 8am to 6pm 7.5 hours a day on a shift basis
The mission of the IT organisation 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.
The relationship with our customers will be regularly assessed and is based on the following 5 standards:
Trust – Have honest intentions and be transparent to help set expectations for our customers.
Communication – Be easy to engage with and ensure we’re regularly communicating with our customers.
Dependability – Follow through on any commitments we’ve made and leave our customers knowing they can count on us.
Proactiveness – Actively looking for opportunities to continuously improve.
Finally, friendliness – Always try to make the working day a little more pleasant for our customers.
Answering Customer Support messages via telephone, e-mail, web portal and chat.
Patiently listening to Customer queries and either resolving at first contact or accurately identifying the appropriate department to assist.
Accurately recording Customer queries within our call logging software.
Validating Customer contact details to ensure hassle-free future engagement.
Owning the End-to-End progress of outstanding queries and proactively communicating appropriate updates to the Customer.
Working within the framework of best practices for IT Service Management.
Using Knowledge Articles provided by Subject Matter Experts to increase first contact resolution.
Actively looking for opportunities to improve Customer Experience.
Working with wider IT function to identify “Shift Left” opportunities.
Following up with the Customer to measure their Customer Satisfaction levels.
Focused on Customer Experience
Excellent Communication and Interpersonal Skills
Customer Service Support Experience
Excellent Listening Skills
Able to work within a Team
Capable of following work instructions
Pays attention to detail
Good at Prioritising and Multi-Tasking
Minimum 2 years in a Customer facing Role
Service Management experience is highly desirable
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