Customer Experience Assistant

Job Description

Responsibilities & Duties:

The core function of a Customer Experience Assistant is simple: providing first-class human support and training to customers who use our platforms.

Your responsibilities will include:

• Becoming an expert of the Strengthscope® SaaS system, its features, functions, and capabilities
• Troubleshooting and supporting our customers via phone, email, MS Teams, and live chat to ensure every interaction, across all channels, delights our customers and echoes our values
• Setting up, scheduling, and delivering training sessions to update customers and teammates on how to use the Strengthscope® system
• Resolving complex customer issues and complaints by following our procedures
• Collaborating with relevant teams to identify trends in customer issues and find effective solutions
• Enhancing the Customer Experience department by contributing to projects aiming to improve the overall customer experience as part of departmental strategy
• Maintaining data processes on our CRM (Salesforce) to ensure data remains accurate and passing on any sales opportunities
• Assisting in keeping our knowledgebase up to date with relevant content
• Providing support for other tasks as required by the Customer Experience Team Manager.

Skills & Attributes:

If you have a mix of the following skills and attributes, you might be just who we’re looking for:

• Passionate about helping people have life-changing, lightbulb moments.
• Deeply care about delivering the best customer experiences even when handling complex issues
• Have 1-2 years’ experience resolving support requests and queries for digital platforms, ensuring positive outcomes for users
• Excellent at building relationships and communicating effectively (both verbally and in writing)
• A team player who is ready to pitch in and help others, understanding that collaboration is the key to success
• Efficient multitasker with a proactive approach to administrative tasks and troubleshooting
• Adaptable and capable of managing workload based on customer expectations and SLAs
• Have a growth mindset and remain humble: recognising that things aren’t always perfect and are happy to help with the continuous improvement across the business.

Benefits:

Here are some of the good things you’ll get when you join Strengthscope:

• 30 days (+ bank holidays) of annual leave
• Annual individual financial support budget of £500 to spend on whatever matters most to you!
• Enhanced pension plan where Strengthscope meets your contribution up to 10%
• Flexible working – we’re verified by Flexa! Check out our company page on https://flexa.careers/companies/strengthscope
• An extra day off for your birthday
• Home setup allowance
• Enhanced family-friendly leave
• Eye care vouchers (we pay for your test and contribute £49 towards glasses)
• Internal and external coaching and mentoring opportunities
• Monthly personal development time
• StrengthscopeMASTER™ qualification
• Strengths Heroes - where we celebrate the most awesome people every quarter!
• Monthly team get-togethers and quarterly team days to reflect, plan, and celebrate
• Pet-friendly offices in Kennington, with easy access to Vauxhall and Waterloo stations.

Click https://www.strengthscope.com/about/life-at-strengthscope to hear directly from our current team members!

Strengthscope is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.