Customer Interaction & Support: Act as the primary contact for customers, answering inquiries via phone, email, and live chat.
Customer Support: Provide timely, clear, and effective resolutions to customer complaints, concerns, and issues.
Coordination & Process Management: Coordinate between departments (Sales, Operations, Technical Support) to ensure smooth resolution of customer issues.
Process Improvement: Document customer feedback, concerns, and any recurring issues to inform product/service improvements.
Customer Experience Strategy: Assist in gathering customer feedback and insights to help improve overall service quality.
Support in the implementation of customer experience initiatives, promotions, and campaigns.
Resolve customer issues with a focus on maintaining positive relationships and brand loyalty.
Customer Journey Support: Collaborate in the analysis of customer journeys to identify pain points and areas for improvement.
Help design and implement initiatives to enhance the customer experience from pre-sale to post-sale.
Training & Knowledge Sharing: Stay up-to-date with product/service updates to ensure accurate information is provided to customers.
Assist in training new team members on customer experience protocols, tools, and systems.
Prepare weekly or monthly reports on customer experience performance, trends, and key metrics.
Requirements
Bachelor’s degree in Business Administration, Marketing, Communications, or related field (preferred).
2+ years of experience in customer service, customer experience, or a related field.
Previous experience with CRM systems, customer support tools, and analytics platforms (e.g., Zendesk, Salesforce) is a plus.
Excellent verbal and written communication skills.
Strong problem-solving and conflict resolution abilities.
Highly organized, with the ability to manage multiple tasks and deadlines.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
Ability to work independently and as part of a team.
Attention to detail and a customer-centric mindset.
