My Client is a forward-thinking, growing Software company who have been established for five years. They are making huge advances within their sector and due to rapid growth, they are currently recruiting for a Customer Care Experience Executive team based in Farnborough.
Ensuring customers receive an easy, memorable, and valued service via email, telephone and in- product conversations.
Proactively offer guidance to customers on how to get the best use and value from the suite of products.
Maintain an accurate record of enquiries with all relevant information within Salesforce to ensure timely and accurate resolution of issues and customer queries.
Provide emergency support out of hours on a rotational basis (after initial onboarding period)
Use software tools to thoroughly investigate, test and replicate customer issues to identify causes of problems.
Work with connected technology providers to effectively implement integrated solutions or solve problems affecting customers.
Research and understand app log files and identify user behaviour to help diagnose an issue.
Proactively engage with customers to make sure they are on the latest version of our technologies or adopt a new feature.
Document and share workarounds or key steps on how to use features via our Help and Support Centre and to wider customer-facing teams.
Building customer relationships
Excellent written and verbal communication
Understanding of care sector
Background in social care