Customer Experience Representative
1 week ago
Job Overview
We are seeking a professional to handle customer interactions in both voice and non-voice channels. This role requires strong communication skills, patience, and problem-solving abilities.
Key Responsibilities:
- Voice Support: Respond to inbound customer calls in a professional and friendly manner, addressing inquiries, complaints, and technical issues.
- Provide clear, accurate, and timely information regarding products and services.
- Assist customers in troubleshooting problems and guiding them through solutions over the phone.
- Maintain a high level of service excellence on all calls.
- Non-Voice Support: Handle customer support requests via email, live chat, and other digital channels, ensuring prompt and accurate responses.
- Maintain thorough documentation of customer interactions and resolutions.
- Collaborate with other departments to address complex customer issues.
- Issue Resolution: Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
- Identify recurring issues and collaborate with the appropriate teams to suggest improvements.
- Multitasking and Efficiency: Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising the quality of service.
- Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.
- Knowledge Management: Stay up to date with the company's products, services, and policies.
- Provide accurate feedback to management on common customer issues or areas for improvement.
Requirements:
- Language Proficiency: Fluent in English (written and spoken), with the ability to communicate clearly and professionally in the language.
- Experience: Previous experience of 0-2 years in customer support or a related field is required.
- Skills: Strong communication and active listening skills. Excellent problem-solving abilities and attention to detail. Ability to work efficiently under pressure and in a fast-paced environment.
- Technical Skills: Familiarity with customer support software is a plus. Basic knowledge of troubleshooting and technical support is advantageous.
Please note that this description has been rephrased and reformatted for clarity and improved readability.
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