Great that you're thinking about a career with BSI Customer Experience Specialist Chiswick – Hybrid 2 days/week in office, (4 days in the first 2 weeks for training) About the role You will be the first point of contact for our customers here at BSI. Your role will play a pivotal role in maintaining and increase revenue through the provision of customer service, technical support and lead generation. While providing expert support to customers of BSI Knowledge Solutions online platforms and Subscribing Membership, you will also work closely with the wider Commercial, Product Development and IT teams to help create an exceptional customer experience. Responsibilities: Respond to, diagnose and resolve a broad range of customer enquiries by telephone, email and webchat. Handle complex enquiries regarding content, and use of online products, referring to resources around organisation where appropriate. Take full accountability for end-to-end customer service. Resolve technical issues relating to BSI online platforms, liaising with second line support where needed. Ensure all customer contact is logged accurately on relevant systems. Raise credits, and refunds as and when required. Take credit card payments for BSI products and services. Pass on feedback to key departments to support development of improvements to current product offerings. Recognize opportunities to cross and up-sell products and services, generating and passing on leads to the sales teams. Assist in systems testing outside core business hours when required. Provide support across the Customer Experience department to achieve departmental goal and targets. To be successful in the role, you will have: Previous experience in providing outstanding levels of customer service. Excellent verbal and written communication skills. Strong attention to detail while being highly organised. Highly computer literate. Great ability to meet deadlines and work in a methodical way. High level of self-accountability and autonomy. Grow your career and expand your skills and knowledge. At BSI, we offer opportunities to work across industries and across the globe. You’ll benefit from the different perspectives and experiences of your international colleagues, as well as ongoing training and development. We offer flexible working, as well as, 27 days’ annual leave, paid sick leave, bank holidays, health insurance, life insurance, pension plan with company contribution, car allowance (dependent on role), income protection, paid maternity leave, paid paternity leave, paid parental leave, adoption leave, compassionate leave, paid bereavement leave, learning and development opportunities, and a wide range of flexible benefits that you can tailor to suit your lifestyle. We’re building an organisation that meets the challenges of tomorrow. Want to grow with us? We exist to have a positive impact. Our people influence international thinking and action on important issues. Our 86,000 customers are based in 193 countries across the globe. Now we’re taking on society’s biggest challenges. We’re developing standards and guidelines that will help our customers get to net zero, and we’re defining the way new technologies such as AI impact all our lives. We’re focused on our future – and we’re looking for people who want to grow with us as we take on the challenges of tomorrow. At BSI, you’ll find a workplace where everyone can flourish and thrive, where innovation is encouraged and where learning is part of your everyday. You’ll contribute to work that shapes industries and enhances lives – and you’ll take pride in what you do. We’re looking for passionate people who want to make a difference in a purpose-led organisation. If that sounds like you, apply now. Together, we can help create a better society and a more sustainable world. D&I Policy The world needs fresh thinking and new perspectives to tackle its biggest challenges. It’s why, at BSI, we’re committed to creating a collaborative environment where everyone can contribute. Whatever your background, experience or outlook, here you can be your best self and do your best work. If you have a disability or a health condition, please let us know if you need any reasonable adjustments to the recruitment process. LI-NC1 LI-HYBRID Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business. BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.