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Customer Experience Specialist | Andover, UK

Posted: Sep 20, 2019 8:48:23 AM
The customer experience team aim to work in partnership with CloudPay’s global teams to deliver the highest quality service resulting in the highest customer satisfaction. The Customer Experience Specialist is responsible for delivering, managing & executing various experience programs to improve the customer experience.

Some examples of these programs include collating NPS research, managing our customer reference program, analyzing customers performance and engaging customers.

Package and Benefits:
  • Competitive annual salary
  • 24 days annual leave, plus bank holidays
  • 4% pension contribution
  • Life assurance x4
  • Private medical insurance
  • Personal and professional development opportunities
  • Friendly working environment


Attributes and Experience Required:
  • Ability to manage multiple projects and delivering to deadline.
  • Analytical skills to understand data, interpret findings and create global actions
  • Basic knowledge of NPS methodology
  • Ability to deliver under pressure
  • Excellent verbal and communication skills
  • Good presentation skills
  • Knowledge of Payroll and industry
  • Good level of knowledge of Microsoft office

 

Daily Duties and Main Responsibilities Will Include:
  • Manage and execute CloudPay’s NPS survey
  • Analyze NPS data, formulate action plans with key improvement areas and teams responsible
  • Present findings of findings of NPS to CloudPay teams and track actions
  • Help develop and manage our customer health metrics dashboard
  • Use our customer health metrics dashboard to track customer health and indicate which customers need attention
  • Support the sales teams in identifying suitable references to support the sales process
  • Working with sales teams to Keep our customer references database up to date
  • Engaging customers to understand how CloudPay are performing and gain feedback

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