Reporting to: Senior Manager, Engagement & Customer Service
Department: Ecommerce/Customer Experience
Location: NYC Hybrid 4 Days in Office
Pay Rate: $22.00/hr
Job Description:
We are seeking a dynamic and motivated Customer Experience (CX) Specialist to join our growing team! The ideal candidate will have a passion for delivering exceptional customer service, a keen understanding of customer needs, and the ability to drive positive customer interactions. As a CX Specialist, you will play a crucial role in enhancing customer satisfaction, loyalty, and overall brand experience.
Job Duties & Responsibilities:
Customer Engagement:
- Proactively engage with customers through various channels, including email, chat, and phone, to ensure a positive customer experience.
- Respond promptly to customer inquiries and resolve issues effectively, demonstrating a strong commitment to customer satisfaction.
Product Knowledge:
- Develop a deep understanding of our products and services to provide accurate information and support to customers.
- Stay informed about product updates, features, and industry trends to better assist customers.
Problem Resolution:
- Identify and address customer concerns, escalating issues as necessary to ensure timely resolution.
- Work collaboratively with cross-functional teams to find solutions and prevent recurring problems.
Customer Feedback:
- Gather and analyze customer feedback to identify trends and areas for improvement.
- Collaborate with the product and marketing teams to communicate customer feedback and contribute to product/service enhancements.
Documentation and Reporting:
- Maintain accurate and detailed records of customer interactions, feedback, and resolutions.
- Generate regular reports on customer satisfaction metrics and key performance indicators.
Process Improvement:
- Contribute to the continuous improvement of customer support processes and procedures.
- Propose and implement initiatives to streamline workflows and enhance the overall customer experience.
Training and Development:
- Stay current with industry best practices and participate in ongoing training to enhance skills and knowledge.
- Share insights and knowledge with team members to foster a collaborative and learning-oriented environment.
Expectations & Qualifications:
- Must be able to work from NYC office Mondays, Tuesdays, Wednesdays, and Thursdays.
- Bachelor's degree in Business, Marketing, or a related field.
- 1-2 years of experience in a customer-focused role, preferably in customer support or customer success.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a proactive approach to customer service.
- Familiarity with customer relationship management (CRM) systems.
- Ability to work effectively in a fast-paced and dynamic environment.
Top Skills
