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- Tasks: Deliver exceptional customer experiences and resolve issues across various platforms.
- Company: Join Runa, a pioneering digital payments company transforming global money movement.
- Benefits: Hybrid work model, competitive salary, and annual learning budget.
- Other info: Dynamic role with opportunities for growth in a fast-paced environment.
- Why this job: Be part of a team that shapes the future of payments and enhances customer satisfaction.
- Qualifications: Experience in customer service, excellent communication skills, and tech-savvy.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Experience Analyst (Specialist) role at Runa. Runa is pioneering a first-of-its-kind payment rail that enables seamless, global money movement at scale. Legacy banking and payment infrastructure struggles to support the demands of today's low-volume, high-velocity payouts, leading to inefficiencies in global payouts. Runa transforms this landscape by providing a new digital payments infrastructure that empowers businesses to send digital money instantly and cost-free to anyone, anywhere.
The Customer Experience team is the key point of contact for business customers, partners and consumers for any issues they may have within the end-to-end payout journey, from purchase to redemption. Our day-to-day involves working with customers, brands, data processors and internal teams to establish the right resolution to problems. We collaborate with teams across the business, including Partnerships, Finance and Product, to improve customer journeys based on feedback/trends/themes from the incoming contact we receive.
As a Customer Experience Analyst, you will be responsible for addressing and resolving customer and end-user issues that arise as they use our product, ensuring a customer-centric approach that delivers world-class customer satisfaction and helps drive customer retention and advocacy.
What Excites You
- Delivering a first-class customer experience by responding to customer requests and queries promptly and professionally.
- Coordinating our customer support responses over a number of platforms including Zendesk and any other channel we deploy in future.
- Contributing to improvements in the customer experience by solving for the root cause behind customer queries and issues.
- Collaborating with the Account Management team for your verticals to deliver an exceptional customer experience across all touchpoints and moments of their journey.
- Developing expertise across all of our products and being able to identify when an issue should be escalated.
- Using available data to analyse our current customer support processes, pointing out areas that can be refined and improved.
What Excites Us
- Proven experience in customer service or a customer-facing B2B role within a tech company.
- Solid understanding of how to prioritise internal and external requests and manage your own workload effectively.
- Understanding that customer experience is more than just answering the pressing issue or ticket.
- Experience with technical software which manages customer communications.
- Excellent communication skills, both verbal and written.
- Able to work under pressure and put customers at ease.
- Able to work autonomously as well as being a positive team player.
What’s In It For You
We have a hybrid structure with the requirement of 2 days a week at our London Office (Shoreditch High Street).
Customer Experience Analyst (Specialist) employer: Runa
Contact Detail:
Runa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Analyst (Specialist)
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Knowing Runa’s mission and values will help you connect your experience to what they’re all about.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and genuine, not like you’re reading from a script!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role.
We think you need these skills to ace Customer Experience Analyst (Specialist)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Experience Analyst role. Highlight your relevant experience in customer service and any tech-savvy skills you have. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background aligns with Runa's mission. Keep it engaging and personal – we love a good story!
Showcase Your Communication Skills: Since communication is key in this role, make sure your application reflects your writing prowess. Be clear, concise, and professional in your language. We want to see that you can communicate effectively with customers and colleagues alike.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come through our own channels!
How to prepare for a job interview at Runa
✨Know the Product Inside Out
Before your interview, make sure you understand Runa's payment infrastructure and how it transforms the customer experience. Familiarise yourself with their API and the benefits it offers to businesses and consumers alike. This knowledge will help you demonstrate your enthusiasm and ability to contribute to the team.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've successfully resolved customer issues or improved customer journeys. Highlight your ability to empathise with customers and your commitment to delivering a first-class experience. This will show that you align with Runa's values and understand the importance of customer satisfaction.
✨Be Ready to Discuss Data Analysis
Since the role involves analysing customer support processes, brush up on your data analysis skills. Be prepared to discuss how you've used data to identify trends or areas for improvement in previous roles. This will demonstrate your analytical mindset and your ability to contribute to enhancing the customer experience.
✨Practice Communication Skills
As excellent communication is key for this role, practice articulating your thoughts clearly and concisely. Consider conducting mock interviews with a friend or using online resources. This will help you feel more confident and ensure you can effectively convey your ideas during the actual interview.