Customer Experience Associate
Customer Experience Associate
Posted on :
29-08-2025
Employer Active
1 Vacancy
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Job Description
- Direct Customer Engagement: Actively monitor and respond to all incoming customer queries comments and direct messages (DMs) across our primary social media and community channels (Facebook Instagram Twitter TikTok WhatsApp) Email Live Chats In-app Chats and WhatsApp.
- Issue Resolution: Efficiently troubleshoot and resolve customer issues aiming for first-contact resolution whenever possible. Provide accurate information and guide users through solutions with patience and clarity.
- Case Management: Log manage and track all customer interactions and cases meticulously within HubSpot and Zoho CRM ensuring data accuracy and a clear record of communication.
- Escalation Management: Identify and escalate complex or unresolved issues to the appropriate internal teams or senior staff ensuring a seamless handover and follow-up until the issue is fully resolved.
- Brand Representation: Serve as a brand ambassador by maintaining a professional helpful and friendly tone in all communications reflecting Shuttlers commitment to excellent service.
- Feedback Collection: Proactively identify trends in customer inquiries and feedback and report these insights to the team lead to help improve products services and the overall customer experience.
- Minimum of 2 years of experience in customer support product marketing or customer experience
- Proven experience in a customer service or technical support role.
- Exceptional written communication skills with the ability to maintain a consistent and professional tone.
- Strong problem-solving skills and the ability to think critically and act decisively under pressure.
- Experience using CRM software is highly preferred; direct experience with HubSpot and/or Zoho CRM is a major advantage.
- Deep familiarity with professional communication platforms like email live chat software major social media platforms (Facebook Instagram Twitter TikTok) and messaging apps (WhatsApp).
- Ability to work independently and manage multiple inquiries simultaneously in a fast-paced environment.
Required Experience:
IC
Employment Type
Full-Time
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