Customer Experience Specialist

3 days ago

Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time $104,000 - $130,878 per year
ROKA is an E-commerce retail company located in Austin, TX. ROKA designs and builds the finest performance eyewear and gear on the planet. ROKA is looking to add a CX Specialist who is genuinely excited to help ROKA customers.

Job Summary:

The Customer Experience Specialist is often the first point of contact at ROKA and is responsible for assisting customers with on-the-web customer experience. They will assist customers via e-mail with various queries, from initial order to processing returns and exchanges to assisting with warranty requests. We're looking for someone with a strong work ethic, excellent verbal and written communication skills, and a high level of empathy. The perfect Specialist will be energetic and carry a palpable enthusiasm. They must be a self-starter, thrive independently, and always put team first. As we are growing quickly, the pace of change at ROKA is fast, and the perfect Specialist needs to be comfortable executing at a high level with evolving processes and systems.

Responsibilities:
  • Respond to email and chat inquiries from direct (e-commerce) customers
  • Quickly and thoroughly solve problems for customers when things don't go 100% as planned
  • Manage a large amount of inbound emails whole providing stellar support to customers
  • Identify and assess customers' needs to achieve satisfaction
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Meet personal and CX Team KPIS
  • Follow communication procedures, guidelines and policies
  • Connect with CX manager and team as needed
Requirements

Must Haves
  • 5+ years relevant customer service experience with proven one-on-one touchpoints with customers via phone, chat, email, and/or in-person.
  • Demonstration of a high level of organization with very strong attention to detail.
  • Proven positive attitude with ability to quickly and thoroughly solve problems for customers when things don't go 100% as planned.
  • Experience with help desk or CRM softwares such as Gladly, Zendesk, Gorgias, and SalesForce.
  • Must have Fiber Optic internet with at least 25 Mbps bandwidth
  • Must have a backup desktop or laptop with the latest OS
  • Must be able to work from 9PM-6AM
Skills:
  • Strong verbal and written communication skills, including "modern" communication skills - email, text, cell phone.
  • Strong work ethic with a high level of empathy, energy, and enthusiasm
  • Self-starter, that is able to problem-solve independently and comfortably execute at a high level
  • Working knowledge Customer management systems, with the ability to learn new platforms quickly
Benefits

WHAT WE OFFER:

Permanent Work-from-home 
Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program

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