CloudClevr
Customer Experience Representative
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About the role
As a Customer Experience Representative, you will play a key role in delivering exceptional service to our customers, providing the primary customer relationship and interface for overall service experience. You will perform the role of customer advocate in CloudClevr, proactively engaging customers to assess experience and identify potential issues taking ownership and managing through to resolution.
You will be responsible for on-boarding new customers ensuring readiness across internal systems and teams, plus providing customers with necessary information such as welcome packs. You will manage customer queries, coordinating with suppliers and internal teams, prioritising multiple requests through to resolution. Strong organisational skills, attention to detail, and a customer-first approach are essential, along with the ability to problem-solve and build strong long-term relationships. This role offers the opportunity to work in a fast-paced IT and Communications environment, where agility and resilience are key to success.
What you'll do
Customer Experience
- Perform the primary customer relationship & interface for overall experience
- Ensure a positive CloudClevr experience & engagement for each customer
- Perform the role of customer advocate within CloudClevr
- Proactively engage customers to frequently assess experience & identify potential issues
- Regularly attend service review calls or meetings with customers & vendors as required with focus on overall customer experience
- Take ownership to collate information in a supporting role for service review calls or meetings working with other departments as required
- Take ownership to collate service performance information in a supporting role related to customer renewals working with other departments as required
Customer Onboarding
- Drive a positive customer experience from initial engagement with CloudClevr
- Ensure full setup of new customers across systems is completed as per process working with other departments as required
- Take ownership for preparing & sending customer contracts (MFA)
- Proactively engage new customers to introduce the role of Customer Experience team, key contacts, and engagement model
- Provide customers with access to up-to-date key information & welcome packs
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Problem Management
- Proactively identify & track customer experience or service issues
- Proactively monitor & manage any negative customer feedback on tickets
- Take clear ownership of customer problems & manage through to resolution within CloudClevr
- Document experience issues & frequently update customer on progress of resolution plan
- Ensure effective management of escalated requests
- Perform periodic customer ticket reviews as required to ensure open tickets are proactively managed
Request Management
- Handle customer requests raised via email, phone, or web within SLA ensuring these are accurately logged in internal systems
- Respond to customer requests in a professional & timely manner within process ensuring accurate information in response
- Prioritisation of multiple requests raised based on customer, severity, & business impact
- Escalation of requests working closely with other teams & suppliers to ensure seamless support & service delivery
- Perform approved customer change requests on supplier portals
- Handle processing of service cancellations or device returns as per process
Performance Management
- Perform periodic internal ticket reviews to ensure open tickets are frequently updated
- Proactively engage customers dealing with complaints or cease requests
- Take ownership of performance reporting for aligned customer accounts
Internal Process
- Accurately record activity on business systems in a timely manner
- Accurately record customer, service & asset information on business systems
- Proactively contribute to a customer knowledgebase & internal documentation
- Participate in the support out-of-hours rota according to process & SLAs
- Ensure any relevant service notifications are communicated to customers
- Perform the role of Customer Success as per specification as required (overlay)
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Information Security
- Adherence to all Group Information Security policies and procedures in all aspects of your job role, with emphasis on confidentiality, integrity and availability of information assets
Health & Safety
- Have a duty to take care of your own health and safety and that of others who may be affected by your actions at work
Personal Development
- Delivery of objectives & key results within agreed timeframes
- Responsibility for mapping a professional development plan with line manager to ensure career and skills progression
- Ensure personal knowledge levels on portfolio & business processes is at the required level in conjunction with company-provided training
- Establish a good working relationship with customers and suppliers
- Establish a good working relationship with staff within the operations and sales department and other work colleagues
- Sharing of own knowledge amongst the rest of the department
- Provide support to other departments as required
- Support and mentoring for colleagues where appropriate
- Align with company priorities and company objectives
We are an equal opportunities employer and are committed to creating an inclusive and diverse workplace. We welcome applications from all suitably qualified individuals, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
We believe in treating everyone fairly and with respect, and we actively promote equality, diversity, and inclusion within our workforce. We are committed to providing reasonable adjustments throughout the recruitment process and in the workplace to ensure all candidates can perform to the best of their ability.
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