Experienced Customer Experience (CX) Specialist – Delivering Exceptional Service at careerzynith
At careerzynith, we're passionate about revolutionizing the property industry by providing innovative solutions that empower our Partner Agents to succeed. With a team of over 700 talented individuals, we're committed to creating a unique, creative, and personality-filled culture that drives our success. As a Customer Experience (CX) Specialist, you'll play a vital role in shaping the customer journey and ensuring that our solutions meet the highest standards of service excellence.
**About careerzynith**
careerzynith is a leading provider of property solutions, working behind the scenes to give agents choice and control. Our ecosystem of solutions includes CRM, auction, compliance, onboarding, and conveyancing, supporting over 6,000 UK Estate Agency branches to accelerate their success today. With a diverse team of talented individuals working remotely, location is not an issue, and we're proud to offer a benefits package that supports our team in work and life.
**What can we offer you?**
At careerzynith, we're committed to providing a comprehensive benefits package that supports our team's well-being and work-life balance. Our benefits include:
* Private Counselling with a weekly confidential helpline available
* Simplyhealth private healthcare plan
* £150 Wellbeing Allowance per year
* Working elsewhere policy (4 weeks per year)
* Hybrid working
* Buy and sell annual leave scheme (up to 3 days per year)
**What will you be doing as a Customer Experience (CX) Specialist?**
As a Customer Experience (CX) Specialist, you'll be responsible for:
* Supporting the delivery of CSAT (Customer Satisfaction Scoring) and NPS (Net Promoter) scoring with consumers at key milestones in the Auction journey.
* Role modeling what service excellence looks like on a daily basis, with telephone conversations that demonstrate your passion for CX and positive customer outcomes.
* Working proactively to identify customer challenges and potential risks, tailoring survey question sets to generate new information that guides areas such as Customer Success.
* Managing our customer insight software, cleansing data and sending out surveys, responding to negative feedback, resolving where possible or delegating to correct channels for resolution within agreed SLA's.
* Tracking and reporting on additional CX metrics where required, such as Trustpilot and Google review scores.
* Communicating customer issues, concerns, and recommendations by generating reports to provide vital management information as and when needed.
* Supporting on activities being conducted by the wider CX team (CX Champions), such as delivery of key business results, campaign rollouts, and educational support to operational teams.
* Working collaboratively with cross-functional teams to understand business needs and develop appropriate solutions that support improvement in customer sentiment.
**What are we looking for?**
We're looking for a talented individual with:
* A good understanding of careerzynith products and services
* Sound knowledge of TPO requirements, CPRs, and iamsold Best Practice Guide
* Understanding of our customer needs and challenges
* Empathy, strong communication, and a bias for action
* A curious mindset and love for continuous improvements
**Why join careerzynith?**
At careerzynith, we're committed to creating an inclusive and accessible experience for all candidates. We encourage people of all backgrounds, identities, and abilities to apply. If you need any reasonable adjustments to support your application or interview process, please let us know how we can help.
**Next steps**
If you're interested in this opportunity, we'd love to hear from you! Once you've clicked apply and submitted your application, if successful, a member of the Recruitment team will be in touch to chat more. Thank you for considering careerzynith as your next career step. We wish you luck moving forward in your application process!
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**About careerzynith**
careerzynith is a leading provider of property solutions, working behind the scenes to give agents choice and control. Our ecosystem of solutions includes CRM, auction, compliance, onboarding, and conveyancing, supporting over 6,000 UK Estate Agency branches to accelerate their success today. With a diverse team of talented individuals working remotely, location is not an issue, and we're proud to offer a benefits package that supports our team in work and life.
**What can we offer you?**
At careerzynith, we're committed to providing a comprehensive benefits package that supports our team's well-being and work-life balance. Our benefits include:
* Private Counselling with a weekly confidential helpline available
* Simplyhealth private healthcare plan
* £150 Wellbeing Allowance per year
* Working elsewhere policy (4 weeks per year)
* Hybrid working
* Buy and sell annual leave scheme (up to 3 days per year)
**What will you be doing as a Customer Experience (CX) Specialist?**
As a Customer Experience (CX) Specialist, you'll be responsible for:
* Supporting the delivery of CSAT (Customer Satisfaction Scoring) and NPS (Net Promoter) scoring with consumers at key milestones in the Auction journey.
* Role modeling what service excellence looks like on a daily basis, with telephone conversations that demonstrate your passion for CX and positive customer outcomes.
* Working proactively to identify customer challenges and potential risks, tailoring survey question sets to generate new information that guides areas such as Customer Success.
* Managing our customer insight software, cleansing data and sending out surveys, responding to negative feedback, resolving where possible or delegating to correct channels for resolution within agreed SLA's.
* Tracking and reporting on additional CX metrics where required, such as Trustpilot and Google review scores.
* Communicating customer issues, concerns, and recommendations by generating reports to provide vital management information as and when needed.
* Supporting on activities being conducted by the wider CX team (CX Champions), such as delivery of key business results, campaign rollouts, and educational support to operational teams.
* Working collaboratively with cross-functional teams to understand business needs and develop appropriate solutions that support improvement in customer sentiment.
**What are we looking for?**
We're looking for a talented individual with:
* A good understanding of careerzynith products and services
* Sound knowledge of TPO requirements, CPRs, and iamsold Best Practice Guide
* Understanding of our customer needs and challenges
* Empathy, strong communication, and a bias for action
* A curious mindset and love for continuous improvements
**Why join careerzynith?**
At careerzynith, we're committed to creating an inclusive and accessible experience for all candidates. We encourage people of all backgrounds, identities, and abilities to apply. If you need any reasonable adjustments to support your application or interview process, please let us know how we can help.
**Next steps**
If you're interested in this opportunity, we'd love to hear from you! Once you've clicked apply and submitted your application, if successful, a member of the Recruitment team will be in touch to chat more. Thank you for considering careerzynith as your next career step. We wish you luck moving forward in your application process!
**Apply to this Job**
Apply To this Job
Apply for this job