Customer Experience Advocate
22 hours ago
We are seeking a highly skilled and dynamic Customer Experience professional to join our team who will play a key role in adhering to customer inquiries based on urgency and complexity.
They will actively engage with new customers to facilitate their onboarding process and offer comprehensive solutions to their queries. Using our CRM, you'll maintain detailed customer records, and your role extends to various other tasks as needed to enhance the overall user experience.
- Support customers via direct chat or phone calls.
- Respond to all messages within Service Level Agreements.
- Follow all guidelines and protocols to approve and review campaigns in a timely manner.
- Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity.
- Follow up on all voicemail or missed chats within 24 hours.
- Add 'Outreach to new customers and help them onboard within agreed Service Level Agreements.'
- Respond to resolve customer queries in a holistic manner.
- Use the CRM to take diligent notes and add context to customer data.
- Great decision-making skills and judgment: Make sound decisions in the best interests of our customers.
- Experience with CRM/account management software: Familiarity with CRM tools to manage customer interactions and data effectively.
- Dependable: Consistently adhere to shift times and schedules to ensure uninterrupted customer support.
- Aware of cultural nuances: Understand cultural dynamics that may affect our customers' experiences.
- Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp the solutions provided.
- Problem solver: Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience.
- Ownership: Proactively seek ways to enhance our overall user experience and improve internal processes.
- Empathy: Show a strong sense of empathy towards our users, maintaining an upbeat and supportive attitude.
- Relevant Experience: Have 1-2 years of Customer Service experience.
- Conflict Resolution Experience: Previous experience in effectively resolving customer disputes while maintaining a positive customer relationship.
- Team Player: Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment.
- Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines.
- Compliance Knowledge: Familiarity with industry-specific regulations related to online fundraising platforms.
- Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.
We invite you to be part of our global network. Together, we can change our communities, our countries, and the world - one ambitious project at a time.
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