Things to be: You are passionate about supporting customers, processing their feedback and advocating for user-centered research You are well organized and take initiative You use your product sense to identify and advocate for a great user experience You have great communication skills and are able to initiate and manage cross-departmental conversations and projects You are process and data-driven and understand the value of user-centered design You are naturally empathetic and always advocating for the customer You are a creative problem solver and operate with curiosity You are able to manage multiple tasks and projects at once You like to push yourself and want to grow in your role on the CX team–the skychr(39)s the limit! You are flexible and able to navigate change–being a team player is the name of the game As a Customer Experience Agent with Scentbird, you will: Provide first level contact and convey resolutions to customer issues Resolve customer concerns effectively and efficiently, in a professional and customer centric manner, using the proper escalation process when necessary. Anticipate and identify potential negative customer situations, turning them into positive experiences Properly escalate unresolved queries to the next level of support and/or to development team Properly report emerging issues to manager Properly update customer data and account adjustments Walk customers through problem solving process Follow up with customers, provide feedback and see problems through to resolution Utilize excellent customer service skills and exceed customers’ expectations Ensure proper recording, documentation and closure Preserve and grow your knowledge of help desk procedures, products and policies Requirements: Advanced English fluency Articulate with exceptional verbal and written communication skills, including a high standard of spelling and grammar Excellent work ethic with a “do what it takes to get the job done” mentality Strong sense of urgency Self motivated with a drive to deliver the best Keen eye for detail and organization
Адрес
Москва