Customer Experience Associate (225-819)

The Customer Experience Associate plays a pivotal role in ensuring that customers are delighted with products and services. It involves handling inquiries, resolving customer issues, and providing overall support to enhance customer satisfaction. As a Customer Experience Associate, you will become the voice of the company, instrumental in fostering positive public perception. This role requires a deep understanding of both customer care principles and the company's products across various platforms. You should have excellent communication skills and a strong ability to handle customers' challenges effectively. Ultimately, you will contribute to building profitable, long-term relationships with customers and maintaining high levels of customer loyalty.

Responsibilities

• Handle customer inquiries efficiently and provide accurate, valid, and complete information.
• Resolve product or service problems promptly and ensure customer satisfaction.
• Build sustainable relationships and trust with customer accounts through open communication.
• Identify and assess customers’ needs to achieve satisfaction and enhance service quality.
• Keep records of customer interactions, process customer accounts, and file documents.
• Take ownership of customers' issues and follow problems through to resolution.
• Follow communication procedures, guidelines, and policies while interacting with customers.
• Provide accurate, valid, and complete information by using the right tools and systems.
• Meet personal/team sales targets and call handling quotas as set by management.
• Collaborate with team members and managers to resolve customer issues effectively.
• Provide feedback and report frequent issues to supervisors to improve service.
• Engage proactively with customers to ensure they have a positive experience.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices for efficient service delivery.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Customer orientation and ability to adapt/respond to different types of personalities.
• High school degree; additional qualifications in communications or related fields are a plus.