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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