Customer Experience Specialist

At CyberVadis, we believe that people do their best work when they’re given the freedom to thrive and grow. Think Big, Positive Attitude, Work hard, have fun and make a difference. Come join us!

CyberVadis is a company in the Information Security industry, and we are currently seeking a dedicated Customer Support Associate to join our growing team. As a Customer Experience Specialist, you will play a vital role in ensuring a smooth and successful support process for our rated companies, who utilize our platform and services to improve their cybersecurity performance.

If you're excited to be part of a winning team, CyberVadis is the perfect place to advance your career. We are looking for a candidate who is passionate about customer service, has excellent communication skills, and is eager to contribute to our mission of enhancing cybersecurity standards globally.

Responsibilities:

• Deliver exceptional customer support to rated companies via email, phone, and live chat, ensuring a seamless and positive experience at every touchpoint.

• Guide clients in navigating the platform, helping them understand and utilize its features to their full potential.

• Investigate and resolve customer issues efficiently, ensuring timely follow-up and clear communication throughout the process.

• Collaborate closely with internal teams (Product, Tech, Account Management) to resolve client concerns and continuously improve the user experience.

• Maintain accurate, detailed records of customer interactions and support activities in accordance with internal procedures.

• Support post-assessment activities such as scorecard education, improvement plan guidance, and other client retention initiatives.

• Educate clients on cybersecurity best practices and how to enhance their performance within our framework.

• Contribute to the creation and improvement of self-service resources, including FAQs, user guides, and knowledge base articles.

• Take ownership of additional tasks or projects as needed to support the Customer Experience team’s goals and enhance overall service delivery.

Requirements: 

• Proven, more than 2 years, experience in a customer support / customer success or related role, preferably in a technology environment.

• A customer-centric mindset with a passion for helping others succeed.

• Excellent communication skills, both written and verbal.

• Strong problem-solving abilities and attention to detail.

• Ability to work independently and as part of a team.

• Proficiency in using customer support software and tools.

• Ability to multitask and manage time effectively in a fast-paced environment.

Preferred Qualifications:

• Bachelor's degree in a related field or equivalent 2 year + work experience.
• Multilingual skills: Proficient French and English are mandatory, other languages would be a plus.