Customer Experience Specialist

7 days ago

Manila, National Capital Region, Philippines Booth & Partners 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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