Customer Experience Associate (225-1015)

As a Customer Experience Associate, you will be at the forefront of our customer interactions, helping to enrich our clients' experiences and ensuring satisfaction with our products and services. Your role is pivotal in nurturing customer relationships and representing the company brand in a positive light. You will engage directly with customers via various communication channels, including phone, email, and live chat, addressing inquiries, resolving issues, and providing tailored solutions. Your ability to empathize with customers, coupled with a strong problem-solving skill set, will be crucial in enhancing customer loyalty and retention. With a focus on continuous improvement, you will work collaboratively with other departments to streamline processes and implement feedback, ultimately contributing to the overall success and growth of the company.

Responsibilities

• Engage with customers through phone, email, and live chat platforms efficiently.
• Resolve customer inquiries promptly, providing accurate and complete information.
• Identify and assess customers’ needs to achieve satisfaction effectively.
• Build sustainable relationships and trust with customer accounts.
• Follow communication procedures, guidelines, and policies consistently.
• Keep records of customer interactions and file documents systematically.
• Provide feedback on the efficiency of the customer service process regularly.
• Assist in training junior associates with proper customer service techniques.
• Collaborate with colleagues to enhance the overall customer experience.
• Identify trends in customer feedback and report to management teams.
• Proactively offer solutions by liaising with various business departments.
• Ensure customer service area is organized and tidy at all times.

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening abilities.
• Excellent communication and presentation skills in written and verbal forms.
• Ability to multi-task, prioritize, and manage time effectively in various scenarios.
• Experience working with customer support software and tools is advantageous.
• A patient and empathetic attitude with a genuine desire to help others.