Associate - Customer Experience
3 weeks ago
The product will have health tracking based on wearables & diagnostics, integrated with full stack wellness services like Yoga, Nutrition & Exercise, to provide high impact and fast recoveries to the customers. The platform will also solve for scaling a highly personalized journey with focused communities, one to one mapping to coaches, and commerce, to show high impact to the customers.
Know more about Shyft here - the Role
As a Customer Experience Associate, you will be responsible for ensuring a high-quality member experience and creating customer delight. You will be part of a mid-sized team and will work towards identifying, understanding, and resolving customer queries via chat support, email, and calls (if necessary). If you're a hustler with great communication skills with a customer-first mindset, this role is for you.
Responsibilities:
Be the first point of contact for members - identify, understand and resolve customer queries
Foster cross-functional relationships with internal stakeholders and devise methods for improvement of overall customer experience.
Work on process/workflow design to ensure root cause resolution of frequent customer queries.
Frequently interact with premium Shyft members to ensure a high-quality user experience and create customer delight.
Record and document all relevant user feedback.
Work in 5-hour shift either in the morning (7am to 12pm IST) or evening (4pm to 9pm IST) to ensure great customer support (6 days working | weekday off)
Own customer satisfaction targets and resolve all user queries within specified timelines.
Skills & Experience:
6 months to 2 years of experience in customer service.
Excellent communication skills with expert-level fluency in English
Prior experience in managing customer support operations via chat in a fast-paced startup environment will be a bonus.
A highly driven self-starter, with very strong ownership of their work
Mindset to delight customers
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