Customer Experience Specialist
2 weeks ago
We are seeking a passionate and dedicated Customer Experience Specialist to ensure exceptional experiences for our customers at every touchpoint. In this role, you will act as a bridge between the customer and the company, advocating for their needs, resolving concerns, and helping to enhance our services/products to deliver unmatched satisfaction.
Work Schedule & Shift Expectations
Please note that this is a permanent night shift position.
The primary schedule will fall between Monday to Friday or Tuesday to Saturday, depending on business needs.
We are looking for someone who is flexible and open to shifting schedules, as adjustments may occur based on operational requirements.
Candidates must be comfortable working night hours consistently and be adaptable to possible changes in shift assignments.
Key Responsibilities
Customer Interaction:
Engage with customers across various channels (email, phone, chat, or social media) to provide timely, personalized assistance.
Resolve inquiries, complaints, and feedback with professionalism and empathy.
Customer Advocacy:
Identify customer pain points and advocate for solutions that improve their experience.
Collaborate with internal teams to ensure customer feedback is incorporated into product or service improvements.
Problem Solving:
Address and troubleshoot complex customer concerns, escalating issues when necessary.
Maintain a proactive approach to prevent potential issues and foster loyalty.
Data Management:
Accurately document customer interactions and solutions in the CRM system.
Analyze trends and report insights to drive strategic improvements.
Continuous Improvement:
Stay updated on company products, services, and policies to provide accurate guidance.
Contribute ideas for enhancing customer satisfaction and operational efficiency.
Qualifications and Skills
Experience:
Previous experience in customer service, customer success, or a related role is preferred.
Skills:
Strong communication skills, both written and verbal.
Empathy and problem-solving abilities.
Attention to detail and organizational skills.
Proficiency in NetSuite and other customer service tools is a plus
Mindset:
Customer-first attitude with a passion for delivering exceptional service.
Ability to handle challenging situations with patience and tact.
Preferred Qualifications:
Previous experience in the pharmaceutical industry or related industry.
Previous experience with a night shift schedule.
Fluent in English - with an American accent.
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