Customer Experience Representative 31O25

As a Customer Experience Representative, you will be the face and voice of our company, interacting directly with our customers to ensure they have the most positive and efficient experience possible. Your primary goal is to understand and address customer needs, complaints, or inquiries, which will require an empathetic heart and a knack for problem-solving. This role demands excellent communication skills, patience, and a keen attention to detail to handle various customer interactions via phone, email, or in-person visits. You will be part of a dynamic team that strives to enhance customer satisfaction by providing high-quality support and innovative solutions. Your efforts will contribute significantly to customer retention and the continual improvement of our company's reputation.

Responsibilities

• Respond to customer inquiries and resolve issues promptly and effectively.
• Manage a high volume of incoming calls and emails from customers.
• Provide accurate, valid, and complete information by using the right tools.
• Keep customer records updated, documenting discussions, interactions, and actions taken.
• Identify and assess customers’ needs to achieve satisfaction and build trusted relationships.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Collaborate with colleagues and other departments to resolve complex issues.
• Upsell products and services that may benefit the customer.
• Meet personal and team targets for call handling, sales, and quality assurance.
• Provide feedback to management about customer issues and product improvements.
• Stay updated with company policies, product information, and service changes.
• Ensure all company policies regarding customer handling are followed.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Proven customer service experience or experience as a Client Service Representative.
• Strong phone handling skills with active listening capabilities.
• Familiarity with CRM systems and customer communication practices.
• Excellent written and verbal communication skills required.
• Ability to multitask, prioritize, and manage time effectively under pressure.
• Ability to work independently and as part of a team in diverse environments.