Experience Catalyst
1 day ago
At LaunchGood, we are seeking a highly skilled Customer Experience Specialist to join our team. This is a 6-month Fellowship opportunity that will play a key role in delivering exceptional customer experiences.
You will 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.
Main Responsibilities:- Support customers via direct chat or phone
- Respond to all messages within Service Level Agreement (SLA)
- Follow all LaunchGood guidelines and protocol 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 SLA
- Resolve customer queries in a holistic manner
- Use the CRM to take diligent notes and add context to customer data
- Other duties as assigned
- Relevant Experience: At least 1-2 years of Customer Service experience
- Conflict Resolution Experience: Previous experience in effectively resolving customer disputes and conflicts 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 and compliance standards related to online fundraising and crowdfunding platforms, ensuring that all customer interactions are in line with legal and ethical requirements
- Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors
LaunchGood was started as a community and ecosystem to revive that spirit of creativity and entrepreneurship that elevated Muslims globally for centuries. It is a place to support great ideas in the community and also challenge ourselves to think bigger. It is a network that insists the Ummah is still alive in our hearts, that our hearts are connected no matter where we are. It is our showroom to the world of all the great things Muslims are capable of.
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