Customer Experience Specialist

We are seeking a highly skilled and dynamic Customer Experience Specialist 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. You will be responsible for supporting customers via direct chat or phone, responding to all messages within SLA, following all guidelines and protocol to approve and review campaigns in a timely manner, prioritizing responses to tickets accordingly based on urgency, level of support needed, and complexity, and following up on all voicemails or missed chats within 24 hours.

• You will also be responsible for adding outreach to new customers and helping them onboard within agreed SLA, responding to resolve customer queries in a holistic manner, and using the CRM to take diligent notes and add context to customer data.
• In addition, you will be expected to perform other duties as assigned by management.

• Strong decision-making skills: Make sound decisions in the best interests of our customers and the company.
• 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.
• Awareness of Muslim community nuances: Understand the cultural and community 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 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.

We are a global crowdfunding platform dedicated to supporting Muslims launching good projects across the world. We believe in the potential of the Muslim community to create positive change and make a meaningful impact on society. Our vision is to create a network of nearly a million users who can change their communities, countries, and the world - one ambitious project at a time.

We invite you to be part of our global team and contribute to our mission of creating a better world through innovative projects and ideas.