Customer Experience Specialist
Customer Experience Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The primary role of a Customer Experience Specialist is to address customer issues and resolve them in a timely and efficient manner. You are expected to interact with customers on a variety of channels such as phone email and social media and ensure that all valid customer concerns are being dealt with immediately. Job level progresses based on skill set and competencies displayed as well as actual of job functions including but not limited to:
- Manage incoming phone calls email social media and take the extra mile to engage customers
- Identify and assess customers needs to achieve satisfaction
- Escalate unresolved issues to the appropriate internal teams
- Collect prompt and accurate feedback from customers
- Provide accurate valid and complete information by using the right methods/tools
- Handle customer complaints provide appropriate solutions and alternatives within determined SLA; follow up to ensure resolution
- Keep records of customer interactions process customer accounts and file documents
- Purchase Order and Sample Order creation review release
- Work on RMA requests Invoice inspection timely processing
- Provide ETAs and tracking numbers proactively
- Front line support for all warranty issues
- Weekly open order review and inspection communication to partners
- Other tasks and projects assigned by manager
Job Requirements:
- Experience with Operations Sales Support and/or Customer Support related functions
- Strong phone contact handling and active listening skills
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Logical highly accurate analytical & critical thinking skills
- Eager to learn crossfunctional tasks
- Excellent written and verbal English communication skills
- Ability to maintain the confidentiality of sensitive information
- Ability to work independently and as part of a team
- Willingness to adapt to changing business needs
- Ability to work under pressure and meet SLAs
- Willing to work on night shift and hybrid work model at Silver City
Employment Type
Full Time
