The Customer Experience Associate provides exceptional customer service and resolves inquiries in a timely and professional manner.
Responsibilities
Customer Support
- Respond to customer inquiries via phone, email, and live chat in a prompt and courteous manner
- Assist customers with product information, order inquiries, billing questions, and general troubleshooting
- Collect and document customer feedback to identify areas for improvement in our products and services
Issue Resolution
- Investigate and resolve customer complaints or issues effectively and efficiently
- Escalate complex or unresolved matters to the appropriate department for further investigation
Product/Service Knowledge
- Develop a deep understanding of our products and services to provide accurate information to customers
- Stay updated on product features, promotions, and policies to assist customers effectively
Cross-functional Collaboration
- Collaborate with sales, marketing, and operations teams to address customer needs and enhance the overall customer experience
- Provide input on customer preferences and market trends to inform business decisions
Quality Assurance:
- Ensure adherence to company policies and procedures related to customer service and order management
- Uphold quality standards and service level agreements to meet or exceed customer expectations
Minimum Requirements/Qualifications
- Bachelor's degree in Management, Advertising, Marketing or any related field
- Previous experience in customer service, retail, or a related field is desirable
- Excellent communication skills, both verbal and written
- Strong problem-solving abilities and attention to detail
- Ability to multitask and prioritize tasks in a fast-paced environment
- Proficiency in Microsoft and Google Applications
- Willingness to work flexible hours, including evenings and weekends as needed