Customer Liaison Officer Application Page
Congratulations for making it this far. This is a very important role, so we have deliberately made this first part of the selection process rigorous, so only the right type of person applies.
Easy Online Divorce is a growing company that aims to deliver a quicker, hassle-free, low-cost alternative to the traditional lawyer-led divorce process. Our services require effective, sympathetic, and confidential customer relationship management, and that’s where you come in. You will be our first point of contact for potential customers and ongoing support for existing customers, developing your knowledge of the divorce procedures to deliver excellent customer service at all stages of the divorce process.
Your Roles & Responsibilities
- Deliver excellent customer service standards to internal and external customers
- Respond to general enquiries from prospective clients via telephone, email, or webchat
- Respond to general enquiries from current clients via telephone, email, or webchat
- Maintain CRM system with client data and actions
- Correspond with clients at the various stages of the divorce process using the correct template for the process step
- Maintain Mailchimp (or similar) database with correct client status and relevant tags
- Monitor customer feedback through in-person discussion and through sites like Trustpilot, feeding back themes where appropriate
- Create and monitor customer surveys, feeding back results
- Additional projects and tasks as the business develops and grows
Your Qualifications and Skills
ESSENTIAL
- 2+ years’ direct customer relationship experience via telephone, email, and webchat
- Excellent communication and customer service skills
- Experience in using a CRM system
- Can work under pressure
- Has a “whatever it takes” attitude
- Friendly and professional demeanour
- Proficient in Microsoft
DESIRABLE
- Experience of the divorce process
- Sales experience or aptitude for sales
- Knowledge of Mailchimp or similar email marketing software
