Consumer Experience Representative

2 weeks ago

Gurgaon District Haryana, India The Knot Worldwide Full time

**WHAT WE DO MATTERS**:
Here at The Knot Worldwide, we believe in doing work that matters. In 15 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, GigMasters, The Bump, How They Asked, Lasting, Elli and more) inspire, inform, and celebrate our communities as they move through life’s milestones. From the proposal to creating a home, and starting a family together, we’re there for every step of the journey. Our couples, consumers and business partners depend on us. They're all in. So are we.

**ABOUT THE CONSUMER EXPERIENCE REP ROLE AND OUR TEAM**:
**RESPONSIBILITIES**:

- Have an understanding of the significance of providing great customer service and adhere to high standards at all times
- Maintain a high productivity level, after training, to best serve our customers in a timely fashion
- Experience selling to existing customers and ability to identify upsell opportunities, pitch products and close sales, is a huge plus
- Communicate thoroughly with customers, tech teams and other team members
- Problem-solve technical questions and issues that customers may have and work cross-departmentally to resolve them
- Assist customers with a pleasant and helpful demeanor
- Continually learn new products and stay up to date with product releases to more accurately assist clients that customers us

**SKILLS & EXPERIENCE**:

- Thrives in a fast-paced work environment
- Ability to multi-task and excellent time management skills
- Excellent verbal and written communication skills, including excellent grammar
- Accurately type and respond to a consumer on the phone at the same time
- Customer Service experience preferably in an online retailer or advertising industry position
- Comfortable handling challenging situations, keeping calm
- Must be able to work independently, but also collaborate across teams
- Must have excellent computer skills (Word, Excel, PowerPoint, Gmail, Google Docs) and the ability to learn new systems quickly.
- College degree preferred

**HOURS OF OPERATION**:
**Mon-Fri, Sun-Thur, or Tues-Sat (schedule will be finalized during interview process).**

Our Consumers are planning their life events all day, every day. They also reach out to us all day, every day. We aim to be available when the customer needs us the most. Currently, most of our team works a Monday through Friday schedule, however, we do have a couple of weekend shifts currently being worked. We anticipate that in the future we may have more flexibility in our scheduling that could include early days, later evenings and/or weekend hours. Upon hire, this Consumer Experience Rep will have a confirmed schedule for training and the current quarter.

**WHAT WE LOVE ABOUT YOU**:

- You deeply understand our users and put them at the center of everything you do. You aim to serve and delight them every day.
- You are respectful and act with the highest integrity. If you see something that isn’t right, you say something.
- You ask questions to understand a perspective and are comfortable respectfully challenging assumptions. You are not turned off by constructive conflict to get to the right answer.
- You set clear ambitious goals. You anticipate obstacles, persevere, and are accountable for your commitments.
- You aren’t afraid to challenge the status quo and know that there’s no such thing as failure if you learn from it.
- You seek out feedback and never settle in your quest to grow and develop. By being here, you make our company stronger.

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