Customer Experience Associate

Job Overview

The main responsibility is to exceed customer satisfaction by providing the best customer

experience in every customer journey touchpoints. He/She would be responsible for keeping the

customer happy and satisfied by providing exceptional service all the time.

Responsibilities and Duties

• Responding to customer queries in a timely and effective manner, via phone, email,

social media, or chat applications.

• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Collaborate with internal departments to optimize customer service.
• Documentation on all type of concerns to record details needed for analytics.
• Proactively checks all follow ups needed and prioritizes 1-2 day old concerns to provide resolution.
• Takes the extra mile to engage customers to provide excellent customer service and Customer Experience.
• Monitors end to end flow of concerns until resolved and manage customer expectations; providing accurate, valid and complete information by using the right methods / tools.
• Builds sustainable relationships and trust with internal and external customers through open and interactive communication.
• Performs other function as may be assigned by the immediate supervisor to manage risk factors

Qualifications:

• A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
• At least two (2) years' experience as a Customer Experience specialist, or a similar customer support role.
• Extensive experience in gathering, analyzing and interpreting Customer Experience
• information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, internet, as well as CX and CRM software.
• Exceptional interpersonal skills and with a customer-centered approach.
• Great organizational and time management abilities.
• Excellent communication, collaboration, and problem-solving skills.
• Available to work on different shift schedule, as assigned.

Job Type: Full-time

Salary: $17.00 - $18.00 per hour

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: In person