Customer Engagement Specialist

Overview

We are seeking our new Customer Engagement Specialist to join the Axway team!

The Customer Engagement Specialist will be responsible for providing exceptional customer service and support to clients through various communication channels, including phone, email, and chat. This role requires a high level of professionalism, empathy, and attention to detail to ensure customer satisfaction and loyalty.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Resolve product or service issues by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution
• Maintain accurate and detailed records of customer interactions and transactions
• Collaborate with internal teams to address customer needs and improve overall service delivery
• Provide feedback on the efficiency of the customer service process and suggest improvements
• Stay up-to-date with product knowledge, system updates, and company policies to provide accurate information to customers
• Assist in the development and implementation of customer service policies and procedures
• Participate in training and development programs to enhance customer service skills

Qualifications

• High school diploma or equivalent; associate or bachelor's degree preferred
• 2+ years of experience in a customer service or client-facing role
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Proficient in using customer service software, databases, and tools
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment
• Demonstrated ability to work independently and as part of a team

Skills and Competencies:

• Customer-focused mindset with a passion for delivering exceptional service
• Empathy and active listening skills to understand and address customer needs
• Adaptability and flexibility to handle changing priorities and situations
• Positive attitude and professional demeanor
• Strong interpersonal skills to build rapport with customers and colleagues

Company Overview 

At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration. 

We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions. 

Why Axway? 

We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership  to inspire you daily. 

Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together. 

Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en. 

Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will. 

Axway is an AA and EEO employer

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