Experience Client Liaison

5 days ago

Dublin, Dublin City, Ireland beBeeCustomerService Full time €35,000 - €45,600
Customer Service Opportunity

We are seeking a highly skilled and experienced Customer Experience Specialist to join our team.

This role is based in our office in Dublin and requires excellent communication skills, a positive attitude and the ability to work effectively in a fast-paced environment.

The customer service team plays a pivotal role in representing the customer's voice within our organisation. As a Customer Experience Specialist, you will be the first point of contact for customers, providing exemplary support, guidance and solutions to ensure a positive experience.

You will work closely with various teams to establish effective relationships, handling inquiries via phone, email and live chat, addressing questions, resolving issues and offering information on our services.

Responsibilities:

  • Respond promptly to customer inquiries via multiple channels, ensuring high satisfaction and meeting KPIs.
  • Log and resolve customer complaints following established procedures, maintaining compliance with regulatory requirements.
  • Build and nurture positive relationships with our dealer network and third-party retail partners, ensuring all interactions are authorised by the customer.
  • Handle sensitive cases involving deceased customers, pre-arrears, and changes of circumstances with empathy and professionalism.
  • Assess customer accounts daily to ensure accurate refunds are processed promptly, collaborating with our Finance team to allocate funds and issue refunds efficiently.
  • Maintain high standards in communication, ensuring responses are timely, informative, and accurate, reflecting our commitment to care and attention to detail.
  • Confirm and update customer contact information regularly to ensure accurate correspondence, including scheduled letters and notifications.
  • Engage proactively with customers nearing contract expiration to foster retention and continued partnership.
  • Contribute to ongoing process improvements and best practice sharing.
  • Manage ad-hoc projects to enhance overall client experiences alongside daily responsibilities.

Qualifications:

  • Previous experience in customer service, including administration and customer calls, ideally within the industry or related sector.
  • Proficiency in Microsoft Office applications.
  • Knowledge of industry standards and best practices.
  • Excellent organisational skills and attention to detail.
  • Ability to thrive in a high-pressure environment.
  • Strong understanding of operational processes and continuous improvement techniques.
  • Relevant qualifications or certifications are a plus.

What we offer:

We pride ourselves on being a flexible employer and offer a range of benefits, including flexible working hours, job share, compressed hours or part-time working hours.

We are committed to equal treatment and equal opportunities and believe that our employees are our greatest asset.

Seniority level: Associate

Employment type: Full-time

Job function: Customer Service

Referrals increase your chances of interviewing at our company.

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