Responsibilities
* Manage day‑to‑day customer engagement and supporting activities.
* Act as a key point of contact for customer queries and escalations.
* Build and maintain strong customer relationships through proactive communication.
* Monitor and prioritise workloads to meet service expectations.
* Identify trends in customer issues and contribute to continuous improvement initiatives.
* Maintain accurate documentation and contribute to knowledge sharing.
* Collaborate with internal teams to ensure a joined‑up, customer‑focused service.
* Support Service and Account plan reviews to provide insights on initiatives which improve customer experience.
Qualifications
* Experience in a customer‑facing account management or service delivery role.
* Strong problem‑solving skills and ability to manage complex issues.
* A customer‑first mindset with a focus on quality, responsiveness and relationship management.
* Excellent communication skills, both written and verbal.
* Strong organisational skills with the ability to manage multiple priorities.
* Ability to work independently while collaborating effectively with wider teams.
* A proactive approach to identifying and driving customer experience improvements.
Nice to have
* Experience in a customer success, service excellence environment.
* Familiarity with ITIL principles and service management tools (e.g. Salesforce, ServiceNow, JIRA).
* Understanding of incident management and escalation processes.
* Experience analysing trends and contributing to service improvements.
Equal Opportunity Employment
We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission. If you need any adjustments or accommodations to participate in our recruitment process, please let us know.
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