Customer Experience Associate

Job Description

Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.

Provide accurate and detailed information about products, services, policies, and procedures.

Assist customers in troubleshooting and resolving customer's issues with products or services.

Ensure customer requests, concerns, and complaints are handled professionally and promptly.

Follow up with customers to ensure their issues have been resolved to their satisfaction.

Problem Resolution:

Identify customer needs and determine the best course of action to resolve issues effectively.

Investigate and escalate complex customer issues to the appropriate internal teams for further assistance.

Collaborate with other departments to resolve customer complaints or coordinate special requests.

Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.

Customer Satisfaction:

Maintain a high level of professionalism, empathy, and patience while interacting with customers.

Strive to exceed customer expectations and deliver personalised service to enhance customer loyalty.

Continuously evaluate and improve the customer experience by providing feedback on processes, policies, and product improvements.

Seek opportunities to upsell or cross-sell products or services based on customer needs and preferences.

Communication and Teamwork:

Collaborate with team members and share knowledge to ensure consistent and accurate customer support.

Communicate effectively with other departments to relay customer feedback, trends, and insights.

Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.

Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.

Documentation and Reporting:

Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.

Requirements:

High school diploma or equivalent; associate or bachelor's degree is a plus.

Proven customer support experience or relevant customer service role.

Excellent verbal and written communication skills.

Strong problem-solving and decision-making abilities.

Empathetic and patient demeanour when dealing with customer issues or complaints.

Ability to handle a high volume of customer inquiries in a fast-paced environment.

Proficiency in using customer support software, ticketing systems, and CRM tools.

Ability to work independently as well as collaboratively within a team.

Flexibility to work in shifts and adapt to changing schedules as required.