Customer Experience Specialist

Full Job Description

About Brother

Brother is a global brand, delivering products and services to customers worldwide with manufacturing and sales facilities in over 40 countries and regions. Since being established in 1908 as a sewing machine repair business, the Brother Group has grown to be at the forefront of innovation in its history of more than 110 years. Underlying all activities is our “At your side” spirit, which always places our customers first.

We do this with a customer-first attitude and commitment to the circular economy, ensuring minimal impact on the environment through our “At your side 2030” vision and environmentally conscious approach.

About BIE

Brother International Europe (BIE) is the European Headquarters of the Brother Group. Working alongside 20 European offices, BIE manages Pan European operations and strategy, ensuring a genuinely unified and customer-centric approach is always adopted. BIE also provides sales offices with support in Product Marketing, Technical and Logistic Services, Environmental strategy and management, IT, Finance, and Administration. Being Investors in People approved, BIE is committed to the staff at all levels ensuring we optimise our talent and continuously invest for the future. At Brother, we are proud to deliver amazing IT services and experiences through our talented people in an agile and customer-centric way.

About the Role

A Fantastic opportunity has arisen for a Customer Experience Specialist to join Brother in our European Product Service and Support. The Customer Experience Specialist will have full responsibility to deliver an exceptional Customer Experience across all channels measured through our CSAT programme. The specialist conducts process reviews, Customer Journey mapping and assists in the management of our external European Contact Centre sites.

Main tasks

1. Participate in building and developing chatbot/Chat GPT and machine translation processes and workflows.

2. Conduct analysis of previous Chat Bot data to highlight areas for improvement.

3. Work with the European Contact Centre team to review contact trends across all channels and recommend improvements.

4. Liaise with online Customer Support development teams and reviewers in Japan, US and European Brother sales offices, to achieve consistent content in terms of style and terminology, and continuously look for ways to improve the quality and user-friendliness of the content intended for Brother customers to increase self-help.

5. Review, edit and create English-language content for FAQs and other product information when required.

6. Manage project schedules to ensure the achievement of all deadlines.

7. Assist with the day to day management of European Contact Centres.

8. Carry out other duties as directed by the EPSS Manager.

9. A limited amount of Travel time throughout Europe.

Requirements

Essential

• Proven Management Level experience within the Contact Centres/managing external Contact Centres
• Excellent analytical skills
• Proven experience managing and implementing process improvements
• Proficient in Microsoft Office products with strong excel Excel skills
• Proven ability to present information and effectively facilitate to small/ large groups
• Excellent Customer Focus, Customer Service and Verbal Communication skills
• Strong experience in Chat BOT/Chat GPT development, implementation and improvements

Desirable

• A degree level educated or other relevant qualifications or experience
• Knowledge of a European language
• Experience of working in a large, Global organisation
• Experience of machine translation tools

We’re actively building diverse teams and welcome applications from everyone. But simply having a diverse workforce is not enough. We aim to build an inclusive environment, where everyone can contribute their best work and develop to their full potential. We celebrate our differences, and recognise the importance of teams reflecting the communities they serve.

We can make reasonable adjustments to our interview process according to your needs. And we offer a flexible working environment so you can adjust your hours to suit your personal circumstances.

This is a wonderful opportunity to work with a committed and customer service team who share a passion for delivering great customer focused outcomes.

If you require any further information on this role please email (Talent Management Officer).