Office Manager
Strive for Startups
Senior Customer Service Specialist
Treatwell
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Provide outstanding service and act as go-to person for escalations, training, coaching and supporting the team in improving processes.
- Act as a bridge between team members, management and other departments, keeping quality and clarity front and centre.
- Resolve complex customer cases escalated by CX Specialists.
- Coach and train new team members and assist with onboarding.
- Review and monitor quality of service provided by the team.
- Assist Team Leads with special projects including process improvement initiatives.
- Distribute daily workload, support team prioritisation and use Salesforce to keep records up-to-date.
- Serve as point of contact for Product Support and Partner Success departments.
Requirements
- Provide exceptional customer service in every communication you have.
- Resolve complex cases escalated by CX Specialists.
- Coach and train new team members to ensure a smooth onboarding.
- Review and monitor the quality of service provided by the team.
- Assist Team Leads with special projects, such as process improvement initiatives.
- Distribute daily workload and support the team with prioritisation.
- Use tools like Salesforce to stay aligned and keep records up-to-date.
- Act as the point of contact for departments like Product Support and Partner Success.
- Strong communication skills in English, both verbal and written.
- Additional European languages are a strong plus.
- Detail-oriented, but also efficient and pragmatic in your approach.
- Highly organised and know how to structure your day to hit goals.
- Positive, can-do attitude and love taking ownership.
- Experience in mentoring or supporting others is highly valued.
