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- Tasks: Drive customer happiness by creating self-help resources and optimising agent workflows.
- Company: Join Hopper, a leading travel platform loved by Gen Z and millennials.
- Benefits: Remote work, competitive salary, and opportunities for continuous growth.
- Why this job: Be part of an innovative team leveraging AI to enhance customer experiences.
- Qualifications: Experience in contact centres and a passion for tech and automation.
- Other info: Dynamic environment with a focus on learning and career advancement.
The predicted salary is between 48000 - 72000 £ per year.
Customer advocacy is at the heart of Customer Service. HTS’s Customer Service teams endeavour to leverage AI technologies to build automated workflows, allowing customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. The Systems Enablement Manager will have an integral role in driving customer happiness and reducing HTS cost to serve customers. They will create and manage user and agent-facing self-help resources that support customer and agent autonomy, along with product engagement.
Key Responsibilities
- Liaise with internal and external stakeholders to collect functional and technical requirements.
- Design and own all client and agent facing interaction tools including (but not limited to): CRMs, Cloud based telephony, chat and email platforms, AI-based virtual assistants, translation software, Knowledge Bases.
- Design and own automations for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data).
- Responsible for the upkeep and maintenance of all tools including during emergencies.
- Optimize agent workflows based on new HTS products/initiatives and available tools.
- QA new automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature roll out.
- Respond to Systems Service desk requests timely and proactively.
- Collaborate with internal teams and external vendors to troubleshoot technical issues.
- Partner closely with key stakeholders to recommend and pilot 3rd party and in-house tools to enhance the experience of both customers and agents.
- Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date.
Minimal Qualifications
- Has a strong understanding of contact centres, live support tool operations and agent behaviours.
- Has excellent computer skills, a willingness and an eagerness to leverage AI technologies to build automated workflows with a data-driven approach.
- Has a high level of understanding, patience and empathy; but overall, an exceptional attention to detail.
- Has previous remote work experience and appropriate remote work setup - such as quiet space, stable internet connection, and a back-up location.
- Is committed to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new things.
- Experience in a technical role (Software QA, Junior Engineer etc.).
Systems Enablement Manager, Customer Service in London employer: Hopper
Contact Detail:
Hopper Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Systems Enablement Manager, Customer Service in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they leverage AI in customer service. This will help you stand out and show your genuine interest.
✨Tip Number 3
Practice common interview questions and tailor your answers to highlight your experience with contact centres and automated workflows. Use specific examples to demonstrate your skills and how they align with the role.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the position.
We think you need these skills to ace Systems Enablement Manager, Customer Service in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Systems Enablement Manager role. Highlight your experience with customer service tools and AI technologies, as these are key to what we’re looking for!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past roles that show how you’ve optimised workflows or improved customer experiences. We love seeing real-world applications of your expertise.
Be Personable: We value empathy and understanding in our team. When writing your application, let your personality shine through! Share why you’re passionate about customer service and how you can contribute to our mission.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Hopper
✨Know Your Tech
Make sure you brush up on your knowledge of contact centres and live support tools. Familiarise yourself with the specific technologies mentioned in the job description, like CRMs and AI-based virtual assistants. Being able to discuss these confidently will show that you're ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Think about times when you collaborated with teams or vendors to troubleshoot problems. This will demonstrate your proactive approach and ability to work well under pressure, which is crucial for this role.
✨Emphasise Customer Advocacy
Since customer happiness is key, be ready to discuss how you've previously contributed to enhancing customer experiences. Share specific instances where your actions led to improved satisfaction or autonomy for users and agents alike.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's current projects or future initiatives. This shows your genuine interest in the role and helps you understand how you can contribute to their mission of leveraging AI for better customer service.
