Customer Experience Specialist

At Voxpro we can offer a promising career with lots of opportunities to progress within the company. We believe in supporting talent and encouraging our employees to grow and succeed .

This is a unique opportunity to join our team and be part of really making a difference at Voxpro. Our clients are amazing and world leading in delivering beautiful customer experiences.

At Voxpro we are open 24 hours ,7 days a week , 365 days of the year to support our clients’ customers and as such you may be required to work a variety of shifts but this will be clarified with you on the phone at our initial contact stage and depends on the particular role you have applied for.

As part of your role in the Airbnb project, you will answer inbound calls and emails from customers in an efficient and timely manner. You will troubleshoot, providing information and solutions to customers and do so with the highest standards of professional customer care.

At Voxpro we are open 24 hours ,7 days a week , 365 days of the year to support our clients’ customers and as such you may be required to work a variety of shifts but this will be clarified with you on the phone at our initial contact stage and depends on the particular role you have applied for.

Role Responsibilities:
Deal with members’ email queries promptly and efficiently, in accordance with company procedures

Process all incoming phone calls from customers and manage all requests, changes and cancellations as necessary

Interact with a diverse customer base

Input and access data on multiple systems

Clearly and concisely log and track detail of issues arising , ensuring to report recurring queries in order to minimize repeat callers.

Maintain an up-to-date level of product and procedure knowledge by being attentive to and acting upon information advised in e-mail update, team meetings, training and other briefings.

Perform all duties in an efficient, professional and courteous manner at all times.

Maintain regular, consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.

Pursue personal development of skills and knowledge necessary for the effective performance of the role.

Look at opportunities to make changes and improve the processes where possible .

Maintain at a minimum, target levels of productivity and performance, as outlined by your Manager in relation to call times, idle times and other performance metrics as they arise

Help maintain a good team and working environment through assisting fellow employees and participating constructively in team meetings.

Undertake duties of a general nature or additional tasks as may be required from time to time by your Manager or other designated authority figures.

Necessary Qualifications/ Experience:

Ability to write and speak fluently, clearly and concisely in English.

Previous customer support experience is an advantage

Excellent problem solving abilities

Empathetic and can communicate in a caring and friendly manner

Strong time Management skills and motivation to exceed expectations

Enjoy working in a fast paced environment

Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones

Strong team spirit with passion and drive to help users and deliver the best in customer service .

Candidates must be fluent in English and one of the required languages. Experience in a customer facing role with excellent communication and interpersonal skills.

Pension, Health Insurance, Complimentary Therapies, onsite Gym,