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Customer Experience Specialist

Castlery

Customer Experience Specialist

Los Angeles, CA
Full Time
Paid
  • Responsibilities

    Job Description

    Do you have the business savvy and problem-solving skills necessary to thrive in a start-up environment? Are you looking to hit the ground running and have an immediate impact in a highly visible role? 

    As our Customer Experience Specialist, you will work with the team to ensure customers are satisfied with their experience with us during the before and after-sales process. You and the sales team will spearhead our efforts to position Castlery as a major player in the regional design landscape. 

    CORE RESPONSIBILITIES 

    • Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process. 
    • Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty, and taking advantage of sales opportunities when appropriate. 
    • Acts as a liaison between customers and management in order to enhance the overall customer experience. 
    • Analyze complaints from customers and provides adequate resolutions. 
    • Tracks proposed resolutions and follow up with customers in a timely manner 
    • Develops and maintains a vast knowledge of the products and services being offered. 
    • Communicates customer feedback to various teams—including technical, marketing, and other departments—in order to improve the overall customer experience. 
    • Generating and monitoring performance reports to achieve higher customer satisfaction. 
    • Uphold high customer service standards. 
    • Perform other job-related duties and responsibilities as may be assigned to you from time to time by the Company and/or your supervisor or manager i.e. process calls or emails to service customers when call demand dictates

     

    REQUIREMENTS 

    • Fluent English with excellent communication skills, both written and verbal 
    • At least 2 Year(s) of working experience in the related field is required for this position. 
    • A successful track record working in a high-volume environment. 
    • Able to solve problems by thinking analytically and creatively. 
    • Familiar with the latest e-commerce trends. 
    • Regular and reliable attendance is an essential function of this position. 
    • High flexibility during Castlery’s busiest periods 
    • Ability to empathize with and prioritize customer needs 
    • Exude patience and ownership with each customer 
    • Ability to determine customer needs and provide appropriate solutions, setting expectations with customers

     

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