Customer Experience Manager enhancing end - to - end customer journeys at Zurich to improve satisfaction and engagement. Coordinating CX projects and driving insights through data analysis from Köln.
About the role
- Customer Support Executive at Bright troubleshooting customer queries and providing assistance for accounting and IT services. Engaging with customers via phone and email.
Responsibilities
- Acting as the first point of contact in supporting customers over the phone and via email.
- Providing help and answers to customers' bookkeeping and accounts issues through identification of the problem itself, research on answers and subsequent provision of guidance.
- Guiding customers through our software, enabling them to use the software effectively.
- Utilising AI-powered tools and resources including Forethought and WalkMe to enhance support efficiency and provide more accurate, timely responses to customer inquiries.
- Keeping abreast of trends and changes in accounts and bookkeeping areas.
- To support, guide and assist other team members in resolving customer queries.
- Work with Support team managers and leaders to reach targets, ultimately providing best in class support to our growing customer base.
Requirements
- Strong communication skills, particularly phone and listening skills
- Bookkeeping or Accounts qualification would be a distinct advantage
- Interest in and desire to work within the accountancy and bookkeeping field
- Strong IT proficiency
- A proven ability to troubleshoot and diagnose issues in a timely manner
- Basic knowledge of IT infrastructure
- Experience with or willingness to learn AI-powered support tools such as Forethought and WalkMe to enhance productivity and customer service delivery
- Demonstrable customer service skills, eager to go the extra mile to assist customers
- Excellent phone manner with the ability to engage and build rapport with customers
- Ability to work under pressure and in a changing environment
- Positive attitude with a can-do approach
Benefits
- 25 days Annual leave
- Company pension
- Health Insurance
- Employee Assistance Programme
- Cycle to work scheme
- On-site parking
- Company events
- Work from home
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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