Customer Experience Representative

at Wazoku in London

If you are passionate about supporting customers and improving products, we want to hear from you. Wazoku is looking for a Customer Experience Representative to join our Product team. We are very passionate about making our customers successful and are looking for a Customer Experience Rep that will always be looking for ways to make that happen. In this role, you will be responsible for making sure that everyone who uses our products has a positive experience when interacting with our products and with us.

You will be the primary point of contact for users that have general and technical questions. You will be responsible for communicating and documenting issues, troubleshooting and testing, and should feel comfortable providing support via email, chat and over the phone.

You will also be a key member of our cross-functional Product team, making sure that lessons learned from resolving customer issues are evaluated and incorporated into our products and documentation, to continuously improve our offerings.

About the role:

In this role, you will:
• Become a Product Expert. You will be the first stop point for troubleshooting and must know how to use our products (don’t worry - we will train you).
• Become a Customer Expert. To effectively troubleshoot problems and provide solutions, you need to understand why and how our customers use our products (don’t worry – we will train you on this too).
• Troubleshoot reported bug, custom requests and explore feature suggestions that are unclear until the point you have reached a full understanding of what the customer is asking for and why.
• Respond to the customer as quickly and thoroughly as possible and communicate to them that you are working on their behalf to address their issue(s). Keep customers informed as their issues are resolved, clearly communicating potential workarounds and any unexpected delays in resolving their issues.
• Identify and document the reason the customer contacted us; track and analyse any trends that may affect the larger customer base. Look for trends that suggest product areas that need more explanation or improvements.
• Identify process improvements, content gaps and product enhancements to reduce the number of customer inquiries.
• Own and develop content for our range of user types (Admins, end users) to support on-demand self-help resolution of customer issues.
• Manage the prioritisation of bugs, custom requests and other development for the Production Support team. Act as a liaison between the Customer Success team and the development team to ensure that requests are clearly and fully communicated internally.

About you:
We are looking for someone with the following characteristics:
• Strong analytical and critical thinking skills - you love asking open-ended questions to really get to the root of the matter!
• Strong communication skills, both written and oral.
• Previous experience working with and troubleshooting enterprise software tools.
• A love for helping customers and delivering satisfaction.
• Pro-active, independent, self-starter excited to take the lead in providing excellent customer support that is about more than just answering the immediate question.
• Strong team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve.
• Understanding of and interest in web, enterprise, and SaaS technologies.

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Published at 12 Sep 2017
Expires on 12 Nov 2017
Viewed: 173 times


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