Customer Service Excellence Professional
1 day ago
The Senior Customer Experience Representative plays a pivotal role in delivering exceptional customer service by collaborating closely with the supervisor and support team.
This position is responsible for ensuring every customer interaction is handled with care, professionalism, and a commitment to excellence.
- 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.
- Champion customer advocacy by escalating systemic issues and partnering with leadership to drive long-term solutions.
- Contribute ideas on an ongoing basis to enhance customer service efficiency and effectiveness.
- Take full ownership of KPIs and consistently strive to meet or exceed targets with dedication and accountability.
- Assist in maintaining important trackers and reports.
- Bachelor's degree required; post-secondary education preferred but not necessary
- Minimum of 3 years' experience in customer service or a similar type of role
- Experience or knowledge of the e-commerce space is highly valued.
- Ability to work well in a team environment
- Fluency in written English skills
- Ability to work under tight timelines
- Proven track record of meeting and/or exceeding KPIs
- Strong communication skills, with fluency in written English
- Excellent organizational and prioritization abilities
- Ability to work well in a team environment
- Comfortable working under tight timelines and in fast-paced settings
- Goal-driven, with a proven track record of meeting or exceeding KPIs
- Demonstrates patience, discipline, and a positive attitude
- Quick learner with the ability to adapt to new tools and processes
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