Customer Experience Specialist

Customer Experience Specialist Chiswick – Hybrid 2 days/week in office, (4 days in the first 2 weeks for training) About the role You will be the first point of contact for our customers here at BSI. Your role will play a pivotal role in maintaining and increasing revenue through the provision of customer service, technical support, and lead generation. While providing expert support to customers of BSI Knowledge Solutions online platforms and Subscribing Membership, you will also work closely with the wider Commercial, Product Development, and IT teams to help create an exceptional customer experience. Responsibilities: Respond to, diagnose, and resolve a broad range of customer enquiries by telephone, email, and webchat. Handle complex enquiries regarding content and use of online products, referring to resources around the organization where appropriate. Take full accountability for end-to-end customer service. Resolve technical issues relating to BSI online platforms, liaising with second line support where needed. Ensure all customer contact is logged accurately on relevant systems. Raise credits and refunds as and when required. Take credit card payments for BSI products and services. Pass on feedback to key departments to support development of improvements to current product offerings. Recognize opportunities to cross and up-sell products and services, generating and passing on leads to the sales teams. Assist in systems testing outside core business hours when required. Provide support across the Customer Experience department to achieve departmental goals and targets. To be successful in the role, you will have: Previous experience in providing outstanding levels of customer service. Excellent verbal and written communication skills. Strong attention to detail while being highly organized. Highly computer literate. Great ability to meet deadlines and work in a methodical way. High level of self-accountability and autonomy. We’re looking for passionate people who want to make a difference in a purpose-led organization. If that sounds like you, apply now. Together, we can help create a better society and a more sustainable world. D&I Policy The world needs fresh thinking and new perspectives to tackle its biggest challenges. It’s why, at BSI, we’re committed to creating a collaborative environment where everyone can contribute. Whatever your background, experience, or outlook, here you can be your best self and do your best work. If you have a disability or a health condition, please let us know if you need any reasonable adjustments to the recruitment process.

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