Amour Recruitment is seeking an experienced Customer Engagement Manager to work for this award-winning business.
You will be responsible with writing and maintaining their customer knowledge base for billing and technical support, identifying and filling gaps.
Duties include
- Use data to help categorise, tag and implement search terms for the customer knowledge base.
- Create and manage available responses used by customer agents and auto-responders
- Create actual and potential Customer Journey Maps, testing new routes in a controlled and measured manner.
- Gather and quantify customer feedback on product and services.
- Identify and report on contact drivers
- Help reduce contacts received whilst maintaining/increasing customer satisfaction
- Help design, measure, analyze, improve and control customer communications and associated processes.
- Design conversational architectures for handling customer queries through automation
- Create and run NPS and CSAT survey campaigns.
- Perform quality audits on customer interactions to understand the customer experience to help continuously improve customer engagement and agent performance.
- Assist head office management ensure support teams are reaching set SLA and KPI targets.
Desired experience, qualifications and skills include:
- A Levels or Degree which demonstrates proficiency in written English
- BTEC/A level/Diploma in Media/Marketing advantageous
- Experience in advanced screenshot manipulation tool (e.g. Photoshop, SnagIt, Greenshot)
- Proficiency using MS Word, Excel or Google Docs, Sheets
- Excellent communication skills
- Experience in writing educative or explanative content
- Comfortable making data-driven decisions
- Be prepared to carve this new role out in the business
- Experience creating and analyzing reports and outlining findings
- Basic understanding of a WYSIWYG editor and appreciation of underlying HTML code
Salary: £24,000 - £26,000 per annum DOE + excellent benefits.
For more information please call Amour Recruitment on 02392 387925 or apply now to be considered for this great opportunity!!