Customer Experience Representative (CXR)

Position: Customer Experience Representative (CXR)

Location: Skopje, Macedonia 

Seniority: Junior to Mid-level

Employment Type: Full-time / Monday through Friday

• Shift Start Time: Between 12:00 PM and 4:30 PM
  
• Shift Duration: 8.5 hours from the start time

Job function/department: Customer Service

Website: www.frontlogix.com 

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Customer Experience Representative (CXR) is responsible for effectively and professionally servicing Front Logix’s clients’ products and services, as specified by the client’s project. The CXR is highly motivated and skilled in critical and creative thinking. The CXR will engage with the Client’s customers, identify pain points and the factors that influence a customer to make a purchase decision, and will provide management with suggestions and ideas to improve processes based on customer feedback. CXR responsibilities will be to handle client’s customer calls, emails, SMS, and other customer communication channels as required. Additional responsibilities include but are not limited to; calling a list of vendors to ask for tracking numbers and entering them into the client’s system. If looking for a part, call vendors per each order in the queue to check stock and complete the sourcing form.

Work will be performed remotely, but the training will be on-site.

Duties and Responsibilities: 

• Conversational English and ability to navigate Google search
• Be able to call and speak to vendors
• Be creative and be able to ask appropriate questions
• Responding to customer/vendor calls, emails, and live chat inquiries
• Leverage the internal knowledge base to quickly answer inquiries
• Proficient in email, Slack, or any chat; understanding of basic live chat and service technology for fielding client/customer requests
• Enjoy problem-solving and creative thinking to identify new ways to solve customer challenges, finding the right balance between prioritization, risk, speed, and cost
• Respond to inbound client requests
• Data Entry into the tracking system; complete client documentation once the task is complete
• Meet personal/client service team sales targets and call-handling quotas
• Experience in back-office responsibilities, keeping records of customer interactions, processing customer accounts, and filing documents
• Follow communication procedures, guidelines, and policies
• Handles all consumer interactions in a prompt, professional, and friendly manner while collecting all necessary information for the company
• Provides accurate information to customers
• Responsible for answering incoming calls promptly and in accordance with established call-handling procedures
• Functions well as a team member -  works in conjunction with management and peers toward achievement of company, department, team, and personal goals 
• Provides accurate translation of the customer contact, from the phone to the computer system.
• Ensures that he/she is equipped with all tools necessary for this position
• Responsible to be logged in and available for calls 97% of his/her shift, excluding breaks and lunch
• Interacts with fellow team members to enhance project performance
• Works on special projects and performs other duties as assigned
• Adheres to all company policies and procedures

Required Qualifications / Experience / Knowledge:

• 1+ years of relevant customer experience or customer support (contact center or BPO experience) 
• Experience in customer service, outbound calls, product sourcing, purchasing, data entry
• Demonstrated ability to work independently and initiate activities, think creatively when trying to find alternate sources, set priorities, manage multiple priorities, and deliver on-time results
• A self-starter with excellent research and time-management skills
• Strong communication skills (both oral and written) to engage and collaborate with clients, vendors, and upper-level management
• Strong phone contact handling skills and active listening
• Email, Google Search, communication tools
• Usage of any phone system (e.g. Dialpad VOIP)
• Be proactive, holistic, engaged, creative, collaborative
• High School Diploma or Equivalent
  

What we offer:

• Private health insurance
• Vacation and paid holidays
• Wellbeing program - Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment 
• Location: Skopje, Macedonia 
• Compensation: Based on experience