Delivering Exceptional Customer Experiences
6 days ago
This role plays a crucial part in delivering exceptional service by working closely with the Customer Experience Supervisor and a team of support agents.
Key Responsibilities:- Manage customer emails and chats in a personalized and professional manner.
- Take ownership of high-impact or sensitive customer escalations, ensuring timely resolution and conducting root cause analysis.
- Identify recurring issues or patterns in customer inquiries and collaborate with relevant teams to implement improvements.
- Bachelor's degree required; post-secondary education preferred but not required.
- Minimum of 3 years' experience in customer service, or a similar type of role.
- Experience or knowledge of the e-commerce and/or retail space is highly preferred.
- Ability to work well in a team environment.
- Fluency in English written skills.
- Experience with help desk platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or Intercom.
- Familiarity with CRM tools for logging interactions and tracking customer history.
- Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.).
- Opportunity to thrive in a fast-paced, start-up environment.
- Comfortable handling dynamic work environments with competing priorities.
- Strong time management skills to meet deadlines.
- Enthusiastic, go-getter attitude with a positive impact on team morale.
- Ability to work autonomously while staying aligned with team goals.
- Proven track record of meeting and/or exceeding KPIs.
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