Job Title: Customer Service Executive
Location: Pristina, Pristina, Kosovo
Contract Type: Permanent

Company Description:

• Why Babble?
• Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.
• We are specialists in:
  • Microsoft Modern Work
  • Cybersecurity
  • Contact Centre Technology
  • Mobile Solutions
  • Communications & Connectivity
• With nearly 15,000 customers, there is significant opportunity to introduce clients to a full suite of market-leading solutions.

Job Description:

• Join Our Dynamic Team as a Customer Service Executive
• Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? Babble is looking for passionate and talented individuals to join the team.

What will you be doing?

• Responsible for the reactive customer experience within dedicated accounts.
• Oversee and improve the customer journey, ensuring a positive and seamless experience from initial request to case closure on a reactive basis.
• Cover all interactions across the customer, not just customer service touch points.

Accountabilities and Deliverables:

• Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience.
• Target CSAT levels within customer base above 4 and action responses or feedback below this.
• Target first touch resolution for all queries including small orders; ensure costs and products are in line with the customers’ existing estate.
• Ensure all internal SLAs are met for customers' initial response within 24 hours (subject to change).
• Ensure inbound calls are answered within SLA.
• Ensure all emails are responded to in a full and customer-focused manner.
• Ensure all customer contact details are updated in the CRM.
• Drive customer retention, reduce churn and increase customer satisfaction.
• Ensure reactive management is in line with expectations.
• Target first time resolution on all cases.
• Maintain compliance with industry standards and regulatory requirements.
• Own cancellation cases in entirety.
• Own personal case queue management.

Core Competencies:

• Understand each requirement in full.
• Use CRM tools to monitor customer experience and track all interactions.
• Build strong relationships through day-to-day contact at the customer.
• Maintain strong relationships within the customer, driving satisfaction.
• Take and process small orders.
• Ability to champion opportunities to consistently improve the brand experience.
• Act as an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings.
• Own every case for the assigned customers and ensure they are resolved in a timely and comprehensive fashion.
• Ability to use all communication mediums between customers and the company to ensure a smooth customer experience.

Skills and Qualifications required:

• Strong written and verbal communications skills.
• Proven customer focus.
• Minimum 2 years’ experience in a customer service role.

Key Performance Indicators:

• Customer retention rate.
• First contact resolution.
• Internal and external SLA measures.
• CSAT.
• Case quality.

Additional Information:

• The recruitment journey: the process will consist of a screening call, interview(s) and possibly competency testing depending on role requirements.
• Direct Candidates Only
• Babble | Leading UK Cloud Solutions Provider