Full-Time Customer Experience Executive

Join Our Dynamic Team as a Customer Experience Executive! 🌟 Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to 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? The customer experience executive responsible for the reactive customer experience within their dedicated accounts. You are responsible for overseeing and improving 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.

1. Champion opportunities to consistently improve the brand experience
2. Drive customer retention, reduce churn, and increase customer satisfaction
3. Understand each requirement in full
4. Gather real-time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
5. Target CSAT levels within customer base above 4 and action responses or feedback below this
6. Use all communication mediums between customers and the company to ensure a smooth customer experience
7. Utilise CRM tools to monitor customer experience and track all interactions
8. Proactive management with accounts and ensure reactive management is in line with expectations.
9. Build relationships with the day to day contact at the customer
10. Be an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings

Person Specification:

• Ability to prioritise, organise and pay attention to detail
• Strong written and verbal communications skills
• Ability to build and maintain relationships
• Customer focused
• Ability to work individually and as part of a team

What else looks good for this role:

• Positive Attitude
• Willing and excited to learn

Minimum 2 years’ experience required in a customer service role

Why work for Babble?

• Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
• 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
• 5% allowance based on basic salary that can be towards Medical Aid
• We work a 9-day fortnight – every other Friday off.
• UPS provided to assist with load shedding (2-4hrs power for a laptop)
• Babble issued laptop
• Annual Company Celebrations
• Home-Working Policy
• Your location will be home based, and you will require stable internet connection.
• It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution.
• As a home worker we expect you to have a suitable work set up, desk and a chair in a quiet space.

The recruitment journey We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements. Direct Candidates Only

What is the last date for applying to the job?

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