Customer Experience Specialist
Alabaster Co, United States

Job Overview: We are seeking a dynamic and customer-focused individual to join our team as a Customer Experience Specialist. As a key member of our customer service department, you will play a crucial role in ensuring a positive and seamless experience for our customers. You will interact with customers through various channels, including email, live chat, and social media, addressing inquiries, resolving complaints, and providing information about our products and services.

Key Responsibilities:

• Customer Interaction:
• Engage with customers via email, live chat, and social media to provide information about products or services.
• Resolve customer complaints, address inquiries, and ensure a high level of customer satisfaction.
• Collaboration with Fulfillment Team:
• Work closely with the fulfillment team to address product returns, damages, and reshipments.
• Ensure efficient and effective resolution of issues related to product delivery and quality.
• Metrics and Reporting:
• Maintain detailed records of customer interactions, including inquiries, complaints, and comments.
• Track and report on key performance metrics related to customer experience.
• Provide insights into customer experience trends, issues, and results to the broader team.
• Continuous Improvement:
• Analyze customer feedback to identify areas for improvement in products or services.
• Propose and implement changes to enhance the overall customer experience.
• Monitor and ensure that appropriate changes are made to resolve customers' problems effectively.
• Platform Management:
• Manage and oversee Customer Experience platforms to streamline communication and enhance efficiency.
• Utilize technology tools to optimize customer interactions and issue resolution.
• Team Management:
• Manage an overseas customer experience team, providing guidance, training, and support.
• Foster a positive team culture focused on delivering exceptional customer service.
• Department Growth:
• Actively contribute to the growth and development of the Customer Experience department.
• Implement strategies to expand the team's capabilities and improve overall performance.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in customer service or a related role.
• Strong communication and interpersonal skills.
• Ability to analyze data and derive meaningful insights.
• Experience with Customer Experience platforms and tools.
• Leadership and team management skills.
• Proactive attitude with a focus on continuous improvement.

Benefits

• Free Food amp; Snacks
• Work From Home
• Training amp; Development

Job Rewards and Benefits