Customer Service Executive at Babble Media,… · Pristina

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, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together!

About Us | Leading UK Cloud Solutions Provider | Babble

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? At Babble, we’re on a mission to be our customers’ 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?

Customer Experience Executives (CXEs) are responsible for managing the reactive customer experience within their dedicated customer accounts. You will oversee and improve the customer journey, ensuring a positive and seamless experience from initial request through to case closure.

This role covers all customer interactions, not just traditional customer service touchpoints, and plays a key role in driving customer satisfaction and retention.

Accountabilities and Deliverables

• Gather real‑time customer feedback and ensure insights are incorporated into account management processes to continuously improve the customer experience.
• Maintain CSAT scores above 4 across the customer base and actively address any feedback or responses below this threshold.
• Achieve first‑touch resolution for all queries, including small orders, ensuring costs and products align with the customer’s existing estate.
• Ensure all internal SLAs are met, including initial customer responses within 24 hours (subject to change).
• Answer inbound calls within agreed SLAs.
• Respond to all emails fully and in a customer‑focused manner.
• Ensure all customer contact details are accurate and up to date within the CRM system.
• Drive customer retention, reduce churn, and increase overall customer satisfaction.
• Ensure reactive account management aligns with agreed service expectations.
• Target first‑time resolution on all cases.
• Maintain compliance with industry standards and regulatory requirements.
• Take full ownership of cancellation cases from start to finish.
• Manage and prioritise personal case queues effectively.

Core Competencies

• Ability to fully understand and clarify customer requirements.
• Effective use of CRM tools to track customer interactions and monitor the customer experience.
• Build strong relationships through regular, day‑to‑day customer engagement.
• Maintain trusted relationships within customer organisations to drive satisfaction and advocacy.
• Process and manage small orders accurately and efficiently.
• Proactively identify and champion opportunities to enhance the Babble brand experience.
• Act as an internal advocate and voice of the customer, contributing to continuous service and product improvement.
• Take full ownership of all cases for assigned customers, ensuring timely and thorough resolution.
• Confidently use multiple communication channels to deliver a smooth and consistent customer experience.

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Key Performance Indicators (KPIs)

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

Qualifications

• Strong written and verbal communication skills.
• Proven customer‑focused mindset.
• Minimum of 2 years’ experience in a customer service or customer‑facing role.

Additional Information

Why work for Babble?

• Annual Leave: 20 days’ paid holiday
• Public Holidays: 12 paid bank holidays
• Pension: Statutory pension provision
• Sick Leave: Statutory sick pay (up to 20 days)
• Working Pattern: 10‑day fortnight
• Work Environment: Full‑time, office‑based role
• Parental Leave: Statutory maternity and paternity leave

The recruitment journey

We aim to fill this role quickly while ensuring we appoint the right candidate. The recruitment process will include an initial screening call. Successful candidates will then progress to an interview, with a potential follow‑up interview and competency testing depending on the role requirements.

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider