Customer Experience Project Coordinator
Customer Experience Project Coordinator
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Job Description
Job Summary:
This role is responsible for content design and implementation of iHerbs Chatbot. This role will also assist in the project coordination of issue resolution.
Job Expectations:
- Analyzes and coordinates customer solutions using iHerbs customer data.
- Manages the content and tone of the chatbot
- Regularly reviews NPS customer contacts RMAs CSAT and customer pain points for escalation and resolution.
- Manages and grows iHerbs customer order delay tool (external messaging) which helps notify customers about order delays and changes
- Project manages and reduces customer experience (CX) issues related to order damages refund policy site bugs product enhancements promotional marketing improvements and logistical delays.
- Coordinates customer feedback for PXO including surveys interviews and other methods.
- Is accountable for the successful resolution of all customer-facing priority 1 issues including outbound email communication.
- Presents customer issues and feedback to the executive management team.
The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the duties and responsibilities not outlined in this document may be added as necessary or desirable with or without notice.
Knowledge Skills and Abilities:
Required:
- Experience with an extremely fast paced environment and changing priorities while maintaining attention to detail and a focus on automation.
- 1-2 years of experience with working with a chatbot including building customer flows and adding content.
- Experience in building or maintaining a customer self service page
- Understanding of iHerbs customer channels the internal structure of a customer support team and IT team.
- Excellent in written and verbal communication. Experience producing customer facing content is a plus.
- Experience in customer data analysis and/or Voice of Customer presentations.
- Knowledge of brand management and international customer service
- Detailed and deadline oriented with excellent project management skills.
- Bilingual is a major plus.
Equipment Knowledge:
- Knowledge of Microsoft Office: Word Excel and PowerPoint.
- Zendesk reporting
- Knowledge in excel and Google
Experience Requirements:
Generally requires a minimum of 1-2 years of experience in a project coordination role in an ecommerce environment.
Education Requirements:
Bachelors Degree in Business Marketing or related field preferred or a combination of education and equivalent work experience.
#LI-LR1
Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical dental vision and basic life insurance programs and may enroll in our companys 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the companys policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.
Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.
For more information on iHerb benefits visit us at .
Anticipated Pay Scale:
$22.28 - $35.44 USD
Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party (Agency) candidates. If you are an Agency please send any requests to be considered as a supplier in our Vendor Management System to . Do not contact iHerb employees directly. If requested to work on a role any Agency candidates would be presented through the internal recruiting organization.
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earths best-curated selection of health and wellness products at the best possible value delivered with the most convenient experience.
Were the worlds largest eCommerce platform dedicated to vitamins minerals and supplements and other health and wellness products. For more than 25 years weve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items we ship over 50000 products from over 1800 brands direct to our customers in 180 countries.
Our vision is to become the #1 destination for health and wellness across the world.
With a passion for wellness and a mind for innovative solutions iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:
Focus on the Customer Empower Our People Be Entrepreneurial & Pivot Quickly
Embrace Diversity & Inclusion Strive for Simplicity
iHerb Benefits
At iHerb we are dedicated to offering programs designed to help our employees and their families stay healthy live well and plan for their financial future. Built on a strong foundation our programs provide options and upgrades with flexibility protection and security in mind. For the comprehensive benefitslist visit our international team members you may be eligible forbenefitsdepending on the country where you are Acquisition Partner/local HR representative will go over thebenefitsyou are eligible for.
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.
Required Experience:
IC
Employment Type
Contract
