Customer Experience Representative (225-731)

The role of a Customer Experience Representative is pivotal in building positive relationships between a company and its customers. As a front-line ambassador, you will address customer concerns, provide information, and resolve any issues related to company products or services. Your ability to deliver exceptional service and ensure customer satisfaction will contribute to the retention and loyalty of customers. This position requires effective communication skills, patience, and a customer-centric mindset. You will collaborate closely with various departments to enhance the overall customer journey. By attentively listening to customers and providing timely solutions, you will play a fundamental role in shaping the public perception of the brand. Whether through phone, email, or face-to-face interaction, you will provide the critical touchpoints that reflect the company's core values of excellence and integrity.

Responsibilities

• Promptly address customer inquiries and resolve any issues efficiently.
• Maintain a thorough understanding of all company products and services.
• Update customer accounts with accurate information and transaction details.
• Identify and escalate customer complaints to relevant departments for resolution.
• Work collaboratively with team members to improve customer satisfaction levels.
• Record and analyze customer feedback for process improvement recommendations.
• Engage in proactive communication with customers to anticipate their needs.
• Monitor customer service standards and work towards meeting and exceeding them.
• Conduct customer follow-ups to confirm resolution and enhance support experience.
• Prepare reports on customer interactions to inform management decision-making.
• Participate in customer service training and development programs to enhance skills.

Requirements

• High school diploma or equivalent; post-secondary education is a plus.
• Previous experience in customer service or a related field is preferred.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving abilities and an empathetic attitude towards customers.
• Proficiency with customer service software and MS Office applications.
• Ability to handle stressful situations calmly and effectively.
• Strong organizational skills with attention to detail and accuracy.