Customer Experience Executive

**Company Description** Who are Babble?**

Babble Cloud is a leading cloud solutions provider based in the UK. They offer a wide range of services, including telephony, internet, cloud infrastructure, cyber security, and more. Babble focuses on providing scalable, secure, and cost-effective solutions to help businesses enhance productivity, collaboration, and continuity.

About Us | Leading UK Cloud Solutions Provider | Babble

**Job Description** Join Our Dynamic Team as a Customer Experience Executive**

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you

**What will you be doing?**

The customer experience executive responsible for the reactive customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience, from initial request to case closure on a reactive basis. This covers all interactions across the customer not just customer service touch points.

**Main Accountabilities**:

- Champion opportunities to consistently improve the brand experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Understand each requirement in full
- 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
- Use all communication mediums between customers and the company to ensure a smooth customer experience
- Utilise CRM tools to monitor customer experience and track all interactions
- Proactive management with accounts and ensure reactive management is in line with expectations.
- Build relationships with the day to day contact at the customer
- Be an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings

**Person Specification**:

- Ability to prioritise, organise and pay attention to detail
- Strong written and verbal communications skills
- Ability to build and maintain relationships
- Customer focused
- Ability to work individually and as part of a team

**What else looks good for this role**:

- Positive Attitude
- Willing and excited to learn

**Qualifications**
- Minimum 2 years’ experience required in a customer service role

**Additional Information** Why work for Babble?**
- Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
- 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
- 5% allowance based on basic salary that can be towards Medical Aid.
- We work a 9-day fortnight - every other Friday off.
- UPS provided to assist with load shedding (2-4hrs power for a laptop)
- Babble issued laptop
- Annual Company Celebrations

**Home-Working Policy**
- Your location will be home based, and you will require stable internet connection.
- It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution.
- As a home worker we expect you to have a suitable work set up, desk and a chair in a quiet space.

**The recruitment journey**

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements.

Babble | Leading UK Cloud Solutions Provider