Customer Experience Specialist

Customer Service Specialist

As a Customer Experience Specialist, your role is to drive excellence and continuous improvement with high-quality standards in our Customer Service Operations.  This involves partnering with internal stakeholders and overseeing the service provision of our Outsource Partner Operations.

What You’ll Get  
People are at the heart of what we do here, so it’s essential we provide you with the right environment to perform at your very best.     
  
Let’s talk lifestyle: Healthcare, pension, and potential bonus. 27 days of leave, plus bank holidays and if you want, you can buy 5 more. Because Primark is all about tailoring to you, we offer Tax Saver Tickets, fitness centre, and a subsidised cafeteria.

What You’ll Do as a Customer Service Specialist 
In your role, you’ll collaborate with different people across a range of skillsets. Here’s a flavour of your day-to-day:   

• Partners closely with our Customer Service Outsource Partner to drive value initiatives for our customers.
• Collecting, analysing and interpreting customer data to identify requirements and useful information to optimize customer experience.
• Create and prepare insights to present to senior management and leaders.
• Working closely with internal and external teams to drive enhancements to our Customer Service technology stack
• Creating a communication platform to inform and educate product and service teams including Marketing, Buying and New Business initiatives.
• Support the Managed Service Partner in the delivery of Customer Experience by ensuring agents have access to relevant information proactively and efficiently.
• Develop and own the Customer Service Guidelines and Procedures.
• Support the Customer Service Senior Manager with the Customer Service Chatbot Strategy. 
• Regularly analyze key performance metrics for Chatbot and Live Chat and use these insights to identify and drive enhancements such as new features or integrations that provide added value for customers
• Content management for the Customer Service Knowledge Base, ensuring it remains aligned with business changes. Work cross-functionally with internal teams to ensure the content is accurate, relevant, and timely.

What You’ll Bring 
Here at Primark, we want everyone to feel valued – so please bring your authentic self to work, of course with some other key experience and abilities for this role in particular:

• 5+ Years Experience in Customer Service
• A positive and approachable attitude with good problem solving skills
• Motivated, hardworking, with the ability to handle high-stress situations in a pressurised environment and maintain professionalism.
• Ability to prioritise tasks in a fast-paced environment; able to deliver solutions in face of unforeseen obstacles and challenging business requirements
• Proven experience with chatbot and live chat systems.
• Experience working with outsourced partners and managing service-level agreements (SLAs).
• Familiarity with emerging AI technologies and the ability to propose and implement new tools to improve customer service operations.
• Strong project management skills with the ability to devise and execute project plans for technology or process improvements.

About Primark  
At Primark, people matter. They’re the beating heart of our business and the reason we’ve grown from our first store in Dublin in 1969 to a £9bn+ turnover business and over 80,000 colleagues and over 440 stores in 17 countries today. Our values run through everything we do. In essence, we're Caring and always strive to put people first. We're also Dynamic, bravely pushing the boundaries to stay ahead. And finally, we succeed Together.   

If you need any reasonable adjustments or have an accessibility request, during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access, or assistive technology please contact your talent acquisition specialist.  

All offers of employment are subject to background checks, including right to work, reference education and for some roles criminal, and financial checks. If you have any concerns, please reach out to our talent acquisition team to discuss.  
  
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Our fashion isn’t one-size-fits-all and neither is our culture. Primark promotes equal employment opportunity, we strive to create an inclusive workplace where people can be themselves, access opportunities and thrive together.