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The customer experience representative is responsible for providing excellent customer service and support to our customers through phone, email, live chat, and social media. This role aims to resolve customer issues, answer questions, and gather feedback to improve the customer experience.
Essential Duties and Responsibilities:
- Provide timely, helpful, and friendly responses to customer inquiries through phone, email, live chat, and social media.
- Resolve and escalate customer issues, complaints, and problems to ensure they are handled promptly and effectively.
- Gather customer feedback and recommend improvements to products, services, and processes.
- Utilize customer relationship management (CRM) software to document all customer interactions, track issues, and monitor key metrics.
- Build rapport with customers to promote loyalty and repeat business.
- Educate customers on how to best use our products and services.
- Keep up to date on new products, services, policies and procedures.
- Meet or exceed key performance metrics including service level agreements, customer satisfaction scores, and call handling times.
- Participate in ongoing training programs to enhance job knowledge and skills.
Requirements:
- Excellent communication and customer service skills
- Strong listening, problem-solving and analytical skills
- Ability to multi-task and manage multiple customer inquiries
- Proficient with computers and common software applications
- Experience with CRM software a plus
- 2-4 months of customer support experience or relevant work experience preferred
- Excellent organizational and time management skills
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