Customer Experience Specialist, Contact Centre

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September 4

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Arsenal Business Growth

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B2B • Fintech • Productivity

Arsenal Business Growth is a company that specializes in providing business development as a service and business growth solutions. They focus on delivering tangible results through personalized and hard-working approaches. With a commitment to customer service, Arsenal Business Growth supports clients in enhancing their business strategies and achieving growth.

51 - 200 employees

Founded 2019

🤝 B2B

💳 Fintech

⚡ Productivity

📋 Description

• Deliver best in class customer service in a high-volume and complex contact centre environment. • Predominantly phone-based support with some live chat and email response. • Handle customer requests ranging from delivery enquiries to product recommendations. • Provide efficient, effective resolutions while delighting customers and building loyalty and advocacy. • Deliver on team and individual KPIs, balancing productivity targets and customer satisfaction metrics (CSat, NPS, Customer Lifetime Value and Retention Rates). • Support customers through every stage of their journey with Arsenault, from welcoming new pets to resolving issues when things don’t go to plan. • Positively contribute to a passionate, pet-loving, customer-oriented and results-driven team.

🎯 Requirements

• Minimum 2 years professional experience in a fast paced, results driven environment managing internal or external customer requests. • Experience in a contact centre, customer services, or a role with transferable skills. • Experience working with online systems (CRM, ticketing systems, order management software ideal). • Fast learner with strong fluency in Web Technologies and the Internet. • Customer centric mindset and natural tendency to go above and beyond. • Outcome-oriented / results driven; thrives on solving issues efficiently while giving an excellent experience. • Excellent problem solving and listening skills; strong judgement and patience to manage complex customer requests. • Resilience for troubleshooting & dealing with difficult stakeholders. • Ability to multi-task across multiple systems and thrive under pressure. • High self-motivation & discipline to work effectively from home and independently resolve customer issues. • High EQ to connect with customers, ask quality questions and anticipate needs. • Be open and receptive to feedback and coaching. • Must have a good home office set-up: desk, laptop (and second screen), headphones/headset, phone and a fast and reliable internet connection.

🏖️ Benefits

• Work anywhere in the world for up to 2 weeks per year. • Employee Assistance Program (EAP) for wellbeing support. • Team hybrid working arrangements to balance collaboration with home and family commitments. • Learning & development opportunities: learning tools, stretch projects, focus groups, secondments and internal mobility opportunities. • Flexible work arrangements: work where it works for you and empowered remote team.