Customer Experience Specialist

Responsibilities

• Maintaining a positive empathetic and professional attitude toward customers
• Respond promptly to customer inquiries
• Communicating with customers through various channels (Phone Chat Email)
• Acknowledging and resolving customer complaints and following up to ensure resolution
• Keeping records of customer interactions transactions comments and complaints
• Communicating and coordinating with other departments as necessary
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support
• Provide accurate valid and complete information by using the right methods/tools
• Follow communication procedures guidelines and policies
• Take the extra mile to engage customers
• Provide feedback to other departments to help improve sales marketing and business processes

Requirements

• Bachelors degree in a relevant field
• Good familiarity with ticketing systems
• years of customer support / experience
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Excellent communication and presentation skills
• Ability to multitask prioritize and manage time effectively
• Attention to detail to be able to provide a written communication to customers that is free of spelling or grammatical errors
• Adaptability and flexibility in order to deal with different customers and needs in a short period of time
• Strong organizational skills to be able to keep up with various customer needs and conduct followups in a timely manner

Shift Pattern/Structure

• Hour shift basis (including an hour break) last shift ends at AM
• Rotational work week with days off
• Night Friday and/or Saturday shifts are on a remoteworking basis