Ambitious Customer Experience Professional Wanted
7 days ago
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.
- Main Responsibilities:
- Support customers via direct chat with users or phone, responding to all messages within set Service Level Agreements (SLAs).
- FOLLOW ALL GUIDELINES AND PROTOCOLS TO APPROVE AND OR REVIEW CAMPAIGNS IN A TIMELY MANNER.
- Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity.
- Follow up on all voicemail or missed chats within 24 hours.
- Add 'Outreach to new customers and help them onboard within agreed SLA.
- Respond to resolve customer queries in a holistic manner.
- Use the CRM to take diligent notes and add context to customer data.
- Great 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.
- Aware of Muslim Community Nuances/Challenges: 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.
Our organization was founded as a community and ecosystem to revive the spirit of creativity and entrepreneurship that elevated Muslims globally for centuries. We believe Muslims can be a wellspring of solutions and have incredible values to share with the world. Our goal is to empower our users to change their communities, countries, and the world - one ambitious project at a time.
This position offers the opportunity to make a meaningful impact in the lives of our customers and contribute to a global movement.
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