Customer Experience Specialist

SUMMARY:
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POSITION INFO:
Key Responsibilities Answering incoming customer calls and acting as the first point of contact for support enquiries while delivering an exceptional customer experience. Building rapport with customers and ensuring every interaction is handled professionally and efficiently. Logging faults accurately on the company's CRM\/ticketing system and gathering detailed information to assist the technical support teams. Taking ownership of customer queries and ensuring they are resolved within agreed service levels. Liaising with internal departments and third-party providers to progress customer requests and keeping customers informed throughout the process. Maintaining accurate and up-to-date customer records and ticket notes. Transferring calls to the relevant departments when required. Providing administrative support to ensure the smooth delivery of customer services.