Job Description
My Derby-based client is seeking an experienced Customer Service professional with knowledge of JavaScript to join their Customer Experience team on a full-time, permanent basis.
Hybrid and flexible working
Annual company bonus
Excellent training and development
A modern working environment
Free parking
Competitive benefits package
Technical Customer Experience Executive - The Role: This hybrid role involves 50% customer engagement and 50% technical support:
Customer Engagement (50%)
Support customers post-implementation to enhance their experience.
Guide and coach customers to improve utilization and satisfaction with their solutions.
Responsibilities include regular contact (email, calls, onsite visits), customer journey support, and detailed reporting.
Technical Responsibilities (50%)
Troubleshoot and resolve technical issues raised by the CX Team.
Assist with technical clarification and documentation of change orders.
Develop and implement minor technical changes (less than one day’s work).
Serve as a technical expert for the CX Team and customers.
Key Competencies
Strong communication skills, able to explain technical concepts in customer-friendly terms.
Working knowledge of JavaScript.
Proven ability to manage customer relationships and resolve problems.
Proficiency with Microsoft Office, Teams, Salesforce, and web-based tools.
Good time management and adaptability in a fast-paced environment.
Willingness to travel for on-site customer visits.
Key Tasks
Respond to customer inquiries and escalate when needed.
Monitor and document customer usage, feedback, and engagement plans.
Collaborate with internal teams to ensure issue resolution and customer success.
Requirements
Minimum 1 year in customer service/experience roles.
Experience managing customer relationships.
Technical knowledge in development environments (JavaScript, GitHub, browser dev tools).
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