Customer Service Excellence Lead
23 hours ago
Senior Customer Experience Representative
Job OverviewThe Senior Customer Experience Representative plays a pivotal role in delivering exceptional service by working closely with the Customer Experience Supervisor and a team of support agents.
This position is responsible for ensuring every customer interaction is handled with care, professionalism, and a commitment to excellence.
Responsibilities- Manage customer emails and chats in a highly 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 improve customer service efficiency and effectiveness.
- Take full ownership of KPIs and consistently strive to meet or exceed targets with dedication and accountability.
- Assist in filling and maintaining important trackers and reports.
- 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
- Ability to work under tight timelines
- Proven track record of meeting and/or exceeding KPIs
Technical 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.)
- Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce (a plus)
- 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
- Enthusiastic, go-getter attitude with a positive impact on team morale
- Ability to thrive in a fast-paced, start-up environment
- Comfortable handling dynamic work environments with competing priorities
- Strong time management skills to meet deadlines
- Demonstrates alignment with core values such as Accountability, Adaptability, Collaboration
- Genuine interest in helping people and delivering exceptional service
- Ability to work autonomously while staying aligned with team goals
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