Customer Experience Specialist 04N25

The Customer Experience Specialist is a pivotal role tasked with providing exceptional service and support to our valued customers. As a front-line representative, you will work directly with our customer base to handle inquiries, troubleshoot issues, and improve overall satisfaction by ensuring all customer interactions are handled professionally and effectively. This role requires excellent communication skills, a high level of empathy, and the ability to thrive in a fast-paced environment. Your goal will be to enhance the customer experience through proactive engagement and real-time problem-solving. You will act as a liaison between the customer and other departments to ensure their needs are met, and feedback is heard and addressed swiftly, contributing to our mission of delivering high-quality customer service.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and live chat.
• Maintain detailed records of customer interactions, comments, and complaints.
• Provide accurate, valid, and complete information by using the right tools and methods.
• Handle customer complaints, provide appropriate solutions, and ensure follow-up.
• Identify customer needs and assist in providing appropriate solutions.
• Coordinate with internal teams to address complex inquiries and expedite resolutions.
• Keep customer satisfaction at the core of every decision and behavior.
• Analyze customer feedback and suggest improvements based on insights.
• Meet personal and team sales targets as well as call handling quotas.
• Conduct customer satisfaction surveys to gather insightful feedback.
• Engage with customers to facilitate growth and development initiatives.
• Stay updated with product knowledge to answer customer queries accurately.

Requirements

• Proven customer support experience or experience in a client-facing role.
• Strong phone contact handling skills and active listening skills.
• Familiarity with CRM systems and practices is highly advantageous.
• Excellent communication, interpersonal, and presentation skills are essential.
• Ability to multitask, prioritize, and manage time effectively under pressure.
• Empathetic attitude with a focus on resolution and customer success.
• High school diploma or equivalent; college degree preferred in related field.