About Company
Are you driven by the desire to shape exceptional customer journeys? Hiring.zycto is a dynamic and innovative company revolutionizing digital services, committed to setting new benchmarks in customer engagement. We believe that outstanding customer experience is the bedrock of our success, and our mission is to empower our clients with seamless, intuitive solutions. We foster an environment where your insights directly influence product development and service delivery. This is a place where a Customer Experience Officer can truly thrive, leveraging feedback to drive continuous improvement and champion the customer’s voice at every level. Join us in our journey of innovation.
Job Description
This role is paramount to our continued growth, placing you at the forefront of our customer interaction strategy. As our Customer Experience Officer – Support & Feedback, you will be the bridge between our valued customers and our dedicated internal teams, ensuring every touchpoint is positive, efficient, and memorable. You will be instrumental in developing and implementing strategies that elevate our customer support mechanisms and capture invaluable feedback to drive continuous product and service enhancements. Your day will involve not just reacting to customer needs but proactively anticipating them, turning challenges into opportunities for loyalty and advocacy.
We are seeking an individual who possesses a deep empathy for customer perspectives, a meticulous eye for detail, and the analytical prowess to transform raw data into actionable insights. This position offers a unique chance to make a tangible impact on our company’s reputation and bottom line, fostering a culture of customer-centricity across all departments. You will work within a collaborative and supportive team, contributing to a vibrant atmosphere where innovation and improvement are constantly encouraged. If you are passionate about delivering unparalleled service and eager to champion the voice of the customer, influencing product strategy and operational excellence, we invite you to apply and help us define the future of customer experience.
Key Responsibilities
- Serve as the primary point of contact for complex customer inquiries, resolving issues efficiently and effectively through various channels (email, phone, chat).
- Develop and implement strategies for gathering, analyzing, and acting upon customer feedback to identify pain points and opportunities for improvement.
- Monitor customer satisfaction metrics (e.g., NPS, CSAT) and provide regular reports to management with actionable recommendations.
- Collaborate closely with product development, marketing, and sales teams to ensure customer insights are integrated into product roadmaps and communication strategies.
- Create and maintain comprehensive knowledge base articles, FAQs, and support documentation to empower customers with self-service options.
- Proactively identify trends in customer feedback and support issues to prevent future problems and enhance overall customer journey.
- Champion customer advocacy within the organization, educating internal stakeholders on customer needs and perspectives.
- Assist in the onboarding and training of new customer support staff, sharing best practices and company values.
- Participate in the continuous improvement of customer experience processes and tools.
Required Skills
- Minimum 2 years of experience in a customer service, customer support, or customer experience role.
- Exceptional verbal and written communication skills with a strong command of English.
- Proven ability to analyze customer feedback and data to drive insights and improvements.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer support platforms.
- Demonstrated problem-solving skills and a proactive approach to issue resolution.
- Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
- Empathetic and customer-centric mindset with a passion for delivering outstanding service.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Experience working in a technology or SaaS environment.
- Familiarity with CX analytics tools and methodologies.
- Proven track record of improving customer satisfaction scores.
- Experience in creating and managing self-service support content.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous paid time off and public holidays.
- Comprehensive health and dental insurance.
- Company pension scheme.
- Opportunities for professional development and career progression.
- Vibrant and supportive office environment in South Belfast.
- Regular team social events and activities.
- Complimentary snacks and beverages.
- Commuter benefits program.
How to Apply
Apply directly by clicking the link below. We look forward to reviewing your application!