Customer Experience Specialist
2 tygodni temu
Our HyperCare Team is designed to be the first point of contact for external leads entering our Process Flow Technologies EMEIA Division. Our mission is to provide timely responses to all incoming web enquiries, delivering a positive customer experience across our business line and driving a positive Net Promoter Score.
Key to this role will be the ability to nurture new leads into the business from enquiry to opportunity status and increase customer satisfaction through the Net Promoter Score.
Your Responsibilities:
- Inbound Leads: First responder for leads received through the website, qualifying the lead and proactively handing off to the appropriate sales manager based on standard work in place, delivering a positive customer experience at all times.
- Website Support: First responder for website chat functionality, ensuring a timely response to all enquiries.
- Supporting initiatives to enhance the company's NPS score, creating a positive experience for all types of inbound enquiries into the organization.
- Opportunity Follow-ups: Ensuring all warm enquiries in the business are passed onto the correct team and following up until win/lose status.
- Prospect Contacts (Cold Leads): Making outbound calls to cold leads collected through website, webinars, or other means.
- Managing the CRM system (Salesforce) and ensuring the database is managed effectively, monitoring conversion rates to identify opportunities for improvement.
- Supporting the Customer HyperCare manager on specific sales/marketing or PR projects as directed.
Key Competencies:
- Previous experience in Customer Service/Help Desk or Telemarketing.
- Determined and results-oriented.
- Languages: French C1/C2 and English B2/C1.
What we offer:
- A Competitive Salary.
- Annual Bonus.
- Equity plan for new hires.
- Private Medical Care.
- Cafeteria/Holiday subsidy.
- Flexible Working Hours (hybrid).
- Stable working environment, focusing on long-term cooperation.
- Technical, Professional, and Skills Training.
- International working environment.
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