Strategy Recruitment Solutions
Customer Service Specialist
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Customer Experience Specialist
We’re recruiting for a growing technology-led business operating within the logistics and delivery sector. As the business continues to scale, they’re looking for an experienced Customer Experience Agent to join their team.
This isn't a traditional customer service role where you simply respond to an enquiry and move on to the next ticket.
You’ll be expected to understand what has happened, investigate the issue, take ownership and make sure it reaches the right resolution.
The role
You’ll be the first point of contact for a range of customer and operational enquiries, using Zendesk alongside other systems and operational information to investigate issues and determine the best course of action.
Some queries will be straightforward. Others will require you to dig deeper, coordinate with internal teams or external partners, arrange technical or operational support and keep the customer updated throughout.
You'll also be expected to spot recurring issues and patterns, helping the wider team identify where improvements can be made as the business continues to grow.
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What you'll be doing
- Managing customer and operational enquiries through Zendesk
- Taking ownership of issues from initial contact through to resolution
- Investigating problems using multiple systems and sources of information
- Providing clear, helpful and reassuring communication to customers
- Working with internal teams and external partners to resolve more complex cases
- Coordinating technical or operational support where required
- Prioritising issues according to urgency and agreed service levels
- Following up outstanding cases and keeping customers informed
- Maintaining accurate, detailed and useful case notes in Zendesk
- Managing your workload against agreed SLAs
- Identifying recurring issues and escalating patterns that could indicate a wider problem
What we're looking for
You’ll already have experience in customer service, customer experience or customer support and be confident managing a busy caseload.
Previous experience using Zendesk is required for this role.
We're particularly looking for someone who:
- Takes ownership and follows things through
- Enjoys investigating problems and getting to the root cause
- Has strong written and verbal communication skills
- Is comfortable dealing with frustrated or challenging customers
- Can manage competing priorities without losing attention to detail
- Is confident working across multiple systems
- Knows when to resolve something independently and when to escalate
- Keeps customers informed and manages expectations well
- Notices recurring problems rather than treating every case in isolation
- Is comfortable working in a growing and evolving business
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Experience within logistics, delivery, e-commerce, retail or technology would be useful, but isn't essential.
The opportunity
This is a great opportunity to join a growing business at an exciting stage of its development. Customer Experience here is about much more than answering enquiries. You'll have the opportunity to understand the wider operation, work closely with different areas of the business and genuinely contribute to improving the customer experience as the company continues to scale.
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