Customer Experience Advocate
2 weeks ago
As a seasoned professional in the field of customer support, we are seeking an individual with exceptional skills and qualities to join our esteemed team.
This critical role requires a highly skilled and empathetic professional who can effectively manage and resolve escalated customer issues, ensuring every customer feels heard and valued.
The ideal candidate will possess a proven track record of de-escalating angry or frustrated customers and driving issues to a successful resolution.
Key Responsibilities:
- Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues, primarily via phone.
- Think critically and proactively to solve complex problems, taking ownership of issues from start to finish.
- Coordinate with multiple internal stakeholders to gather information and ensure timely, effective resolutions.
- Document all customer interactions and resolutions in a meticulous manner to maintain a clear record and identify recurring issues.
- Provide clear, actionable feedback to the support team and leadership to help improve processes and prevent future complaints.
Required Skills and Qualifications:
- Exceptional verbal and written communication skills in English.
- Emotional intelligence and empathy.
- Critical thinking and problem-solving mindset.
- Proficiency with Zendesk and modern telephony systems.
Benefits:
- Work in a dynamic, innovative environment with a great self-improvement-driven culture.
- Collaborate with top A-players in their respective fields.
- Enjoy a 100% remote work setup with minimal micromanagement.
Other Opportunities:
- Develop your skills and expertise in a fast-paced, ever-evolving industry.
- Contribute to a growing brand that values its customers and strives for excellence.
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