At a Glance
- Tasks: Deliver exceptional customer service and manage customer relationships effectively.
- Company: Join a dynamic IT and Communications company focused on customer experience.
- Benefits: Flexible hours, competitive pay, and opportunities for personal development.
- Other info: Inclusive workplace that values diversity and offers career growth.
- Why this job: Be the voice of customers and make a real difference in their experience.
- Qualifications: Strong organisational skills and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
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 onboarding 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
- 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)
- 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
Equal Opportunities
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.
Customer Experience Representative in Cardiff employer: CloudClevr Holdings Limited
At CloudClevr, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored development plans and ongoing training opportunities, ensuring that our team members thrive in their roles. Located in a vibrant area, we promote a culture of inclusivity and respect, making CloudClevr not just a workplace, but a community where every voice is valued.
Contact Details:
CloudClevr Holdings Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Representative in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CloudClevr Holdings Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CloudClevr Holdings Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Representative in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CloudClevr Holdings Limited:Your cover letter is your chance to shine! Tell us why you want to work at CloudClevr Holdings Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CloudClevr Holdings Limited!
How to prepare for a job interview at CloudClevr Holdings Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
