Customer Experience Specialist Role

1 week ago

Barcelona, Philippines beBeeCustomerExperience Full time $35,000 - $45,000
Customer Experience Expert

A pivotal role in delivering exceptional customer experiences, ensuring seamless interactions and optimal satisfaction.

As a Customer Experience Expert, you will play a key part in addressing customer inquiries with urgency and complexity. Your responsibility will be to engage actively with new customers to facilitate their onboarding process and provide comprehensive solutions to their queries.

  • Support customers via direct chat or phone to address their concerns.
  • Respond promptly to all messages within Service Level Agreement (SLA).
  • Adhere to company guidelines and protocols to ensure timely campaign approval and review.
  • Prioritize responses to tickets based on urgency, level of support needed, and complexity.
  • Follow up on voicemails or missed chats within 24 hours.
  • Initiate outreach to new customers to onboard them within agreed SLA.
  • Address customer queries in a holistic manner.
  • Use CRM software to maintain accurate notes and customer data.
  • Perform other duties as assigned by the team leader.

Key Competencies:

  • Sound Decision Making: Make informed decisions that benefit both customers and the organization.
  • Customer Relationship Management: Utilize CRM tools effectively to manage customer interactions and data.
  • Dependability: Consistently adhere to shift times and schedules for uninterrupted customer support.
  • Muslim Community Nuances: Understand cultural dynamics that may impact customer experiences.
  • Effective Communication: Communicate complex information in a clear and concise manner.
  • Problem Solving: Demonstrate a commitment to finding innovative solutions and delivering excellent customer experiences.
  • Ownership: Proactively seek ways to enhance the overall user experience and improve internal processes.
  • Empathy: Display a strong sense of empathy towards users, maintaining an upbeat and supportive attitude.

Requirements:

  • Relevant Experience: 1-2 years of Customer Service experience.
  • Conflict Resolution: Previous experience in resolving customer disputes while maintaining positive relationships.
  • Teamwork: Collaborative mindset to work effectively in a team and contribute to a harmonious work environment.
  • Time Management: Strong skills to juggle multiple customer interactions and tasks simultaneously.
  • Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards.
  • Attention to Detail: Maintain accuracy in documenting customer interactions and preventing errors.

The LaunchGood Vision:

LaunchGood aims to revive the spirit of creativity and entrepreneurship that has elevated Muslims globally for centuries. It's a community and ecosystem that supports great ideas and challenges ourselves to think bigger. We're a network that insists the Ummah is alive in our hearts, connected no matter where we are. Our showroom showcases the capabilities of Muslims worldwide. Could a Muslim write the next Harry Potter novel, create the next Lord of the Rings trilogy, or discover the next great vaccine? We firmly believe so, and invite you to join us.

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