Babble Cloud
Tech / AI / Software
CustomerServiceExecutive
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Service Executive at Babble Cloud. Skills: Customer Experience, Customer Service, Relationship Building, Problem Solving. Reactive customer experience within their dedicated accounts. Oversee and improve the customer journey, ensuring a positive and seamless experience, from initial request to case closure on a reactive basis”
What You'll Achieve.
Target CSAT levels within customer base above 4; Drive customer retention, reduce churn and increase customer satisfaction; Customer retention rate; First contact resolution; Internal and external SLA measures; CSAT; Case quality
Industry & Context.
Target first touch resolution for all queries; Target first time resolution on all cases
What They're Looking For.
Must Have
Minimum 2 years’ experience in a customer service role, written and verbal communications skills, Proven Customer focus
What You'll Do.
Reactive customer experience within their dedicated accounts
Oversee and improve the customer journey
ensuring a positive and seamless experience
from initial request to case closure on a reactive basis
Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
Target CSAT levels within customer base above 4 and action responses or feedback below this
Target first touch resolution for all queries including small orders
ensure costs and products are in line with the customers’ existing estate
Ensure all internal SLAs are met for customers initial response within 24 hours (subject to change)
Ensure Inbound calls answered within SLA
Ensure all emails are responded to in a full and in a customer focused manner
Ensure all customer contact details are updated in the CRM
Drive customer retention
reduce churn and increase customer satisfaction
Ensure reactive management is in line with expectations
Target first time resolution on all cases
Maintain compliance with industry standards and regulatory requirements
Own cancellation cases in entirety
Own personal case queue management
Use CRM tools to monitor customer experience and track all interactions
Build relationships through day-to-day contact at the customer
Maintain relationships within the customer
driving satisfaction for the customer
Take and process small orders
Ability to champion opportunities to consistently improve the brand experience
Focus on being an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings
Is prepared to own every case for the assigned customers and ensure they are resolved in a timely and comprehensive fashion
Ability to use all communication mediums between customers and the company to ensure a smooth customer experience
How You'll Work.
Team & Collaboration
Focus on being an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings.
Communication Scope
written and verbal communications skills
Full Job Description
Why Babble? Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. We are specialists in: * Microsoft Modern Work * Cybersecurity * Contact Centre Technology * Mobile Solutions * Communications & Connectivity With nearly 15,000 customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions. Join us on this exciting journey and let's achieve greatness together! [About Us | Leading UK Cloud Solutions Provider | Babble ](https://babble.cloud/) Join Our Dynamic Team as a Customer Service Executive 🌟 Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! What will you be doing? Customer Experience Executives are responsible for the reactive customer experience within their dedicated accounts. CXEs will oversee and improve the customer journey, ensuring a positive and seamless experience, from initial request to case closure on a reactive basis. This covers all interactions across the customer not just customer service touch points. Accountabilities and Deliverables * Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience. * Target CSAT levels within customer base above 4 and action responses or feedback below this. * Target first touch resolution for all queries including small orders, ensure costs and products are in line with the customers’ existing estate. * Ensure all internal SLA
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