About the Role: As a Customer Experience Specialist, you will be the first point of contact for customers, managing inquiries across various channels, including email, phone, chat, and social media. You will be crucial in delivering a seamless and exceptional customer experience by resolving product-related issues, providing order status updates, and offering tailored support. Reporting to the CX Manager, your role is essential in building strong relationships with customers, enhancing loyalty, and converting inquiries into sales. Your contributions will directly enhance the organization's reputation for outstanding customer service.
Responsibilities: Manage customer interactions across various channels (email, phone, chat, social media), ensuring timely, accurate, and personalised responses.Provide support on product-related inquiries, order status, returns, defects, and other customer issues.Escalate unresolved issues to higher management when necessary, ensuring a quick and effective resolution.Collaborate with internal teams (Sales, Product, Operations) to troubleshoot customer problems and provide solutions.Build customer rapport by engaging with empathy and understanding their needs, ultimately driving customer satisfaction and loyalty.Leverage customer interactions to identify sales opportunities and offer product recommendations, aiming to convert inquiries into sales.Gather and report customer feedback to management to help improve products, services, and processes.Assist pre-purchase customers by offering product information and recommendations to increase conversion rates.Handle difficult conversations with professionalism, ensuring complaints are managed per company policies. Candidate requirements: Previous experience in a customer service or customer experience role, ideally 2-3 years in a similar position.Proven ability to identify sales opportunities during customer interactions and effectively convert those into sales.Excellent verbal and written communication skills, with the ability to interact across multiple customer touchpoints.Strong problem-solving skills with the ability to think quickly and handle issues calmly and professionally.Ability to work well under pressure, managing multiple inquiries in a fast-paced environment.Experience using customer service platforms A customer-first mindset, dedicated to providing the best experience possible at every touchpoint.Strong organizational skills with attention to detail and the ability to follow up on open issues.