Customer Experience Executive - Edinburgh

About the Role

Our client is seeking a proactive and detail-oriented Customer Experience Executive to enhance our service delivery in Edinburgh . In this role, you will focus on optimizing the customer journey, addressing feedback, and ensuring satisfaction across all touchpoints. This hybrid position allows for engagement within our Edinburgh office, fostering team collaboration, while offering flexibility for remote work. You will be instrumental in driving customer loyalty and contributing to a positive brand perception. Join a forward-thinking company dedicated to creating exceptional customer interactions.

Key Responsibilities

• Analyze customer feedback and trends to identify areas for improvement in service delivery.
• Develop and implement strategies to enhance the overall customer experience.
• Handle escalated customer issues with diplomacy and efficiency, aiming for first-contact resolution.
• Collaborate with cross-functional teams to ensure a consistent brand message and service quality.
• Monitor and report on key customer experience metrics to management.

Requirements

• Proven experience in a customer experience , customer success, or related role.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal abilities, with a focus on empathy.
• Proficiency in CRM systems and customer feedback platforms.
• Ability to work effectively in a hybrid environment, balancing office and remote responsibilities.

Benefits

• Competitive salary and benefits package.
• Hybrid working arrangements to support work-life balance.
• Opportunities for professional growth and skill development.
• A collaborative and innovative office environment in Edinburgh .
• Employee assistance programs and wellness initiatives.