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- Tasks: Combine customer service with data analysis to enhance customer experience.
- Company: Join a dynamic team focused on customer success and innovation.
- Benefits: Enjoy a supportive work environment with opportunities for growth.
- Why this job: Make a real difference by improving customer satisfaction and processes.
- Qualifications: Strong analytical skills and a passion for outstanding customer service.
- Other info: Flexible hours and a chance to work with cutting-edge tools.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for a customer service professional with experience of analysing customer service feedback to support Customer Success and Membership Manager. This is a hands-on role with time spent answering customer queries directly as well as time focusing on analysing feedback, improving processes, and supporting commercial testing and improvement initiatives.
Hours: Monday to Friday 9 5
Key Accountabilities & Responsibilities (include But Are Not Limited To):
- Combine frontline customer service with actionable customer and commercial insight.
- Answering customer queries across email, phone, and chat to stay close to the customer experience.
- Analyse customer tickets to identify recurring issues and opportunities for improvement. Suggest and coordinate solutions to reduce those issues.
- Consolidating feedback from all channels, surveys, and reviews.
- Provide regular business insight reports to highlight trends in satisfaction, complaints, and product/service performance.
- Support commercial and service improvements by working with marketing, retail, and digital teams to test initiatives.
- Assist with productivity and process improvements, including exploring use of AI tools.
- Run and monitor A/B tests to measure commercial and service outcomes.
- Support UX improvements by tracking customer pain points and testing changes.
Desired Knowledge Skills & Experience:
- Strong analytical and problem-solving skills, with ability to spot trends in data and feedback.
- Clear communicator, able to translate customer and commercial insight into actionable recommendations.
- Organised, detail-oriented, and comfortable balancing service delivery with analysis.
- Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar) and/or survey tools.
- Interest in testing, AI, and process improvement a plus.
- Outstanding customer service skills and a passion for providing the best customer service possible.
- Being reactive and responsive in a timely manner, ensuring the customers feel attended to in a speedy manner.
- Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills.
- Enthusiastic about creativity.
Customer Service Executive employer: Cass Art
Contact Detail:
Cass Art Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer service, make sure you can articulate your thoughts clearly. Try mock interviews with friends or family to get comfortable.
✨Tip Number 3
Be ready to share examples of how you've tackled customer issues in the past. Think of specific situations where you analysed feedback and made improvements. This will show them you're proactive and results-driven!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Service Executive
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service. We want to see how you've handled queries and feedback in the past, so share specific examples that showcase your skills and passion for helping customers.
Be Analytical: Since this role involves analysing customer feedback, let us know about your analytical skills. Share any experiences where you identified trends or suggested improvements based on data. We love a good problem-solver!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We appreciate when candidates show they understand what we’re looking for and how they fit into our team.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important details. Plus, it shows you’re keen to join us at StudySmarter!
How to prepare for a job interview at Cass Art
✨Know Your Customer Service Platforms
Familiarise yourself with customer service platforms like Zendesk or Freshdesk before the interview. Be ready to discuss how you've used these tools in the past and how they can help improve customer experience.
✨Showcase Your Analytical Skills
Prepare examples of how you've analysed customer feedback in previous roles. Highlight specific instances where your insights led to actionable improvements, as this will demonstrate your problem-solving abilities.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing customer insights and recommendations. A clear communicator is essential for this role, so make sure you convey your ideas effectively during the interview.
✨Be Ready to Discuss Process Improvements
Think about any process improvements you've implemented in the past. Be prepared to share your experiences with A/B testing or using AI tools to enhance customer service, as this aligns perfectly with the job's focus on continuous improvement.