Customer Experience Associate Job Description Template
Our company is looking for a Customer Experience Associate to join our team.
Responsibilities:
- Share themes and feedback from customers with the team to contribute to product improvements;
- Collaborate with other team members to ensure consistent and seamless services to Home Chef customers;
- Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience;
- Engage positively with customers sharing their Home Chef experience;
- Provide timely responses to tickets across all channels—less than 60 seconds for chats, less than 24 hours for emails;
- Provide an extraordinary, full life cycle customer experience to our users through phone, email and chat support;
- Be an expert on our product—keeping up to date on new features and weekly changing menus;
- Assist customers in managing their Home Chef accounts;
- Educating customers on using the LedgerX platform and derivatives fundamentals;
- Regular and predictable attendance;
- On-boarding new customers;
- Identifying and communicating customer pain points or opportunities to the product team;
- Communicating with customers using phone and email;
- Provide quality technical support service through one-contact resolution to;
- Supports Tier 1 technical support and customer service phone support for external customers.
Requirements:
- Entry Level Customer Service;
- Benefits Included;
- Proven communication skills – both verbal and written;
- Dedication to excellence in hospitality and/or customer service;
- Comfort with a fast-paced dynamic environment that will evolve rapidly;
- Sales or cross-selling experience;
- Minimum 1-year providing exceptional customer service at an eCommerce business;
- Exceptional customer service skills;
- Flexible Schedule;
- Ability to type well and at a fast pace;
- A great communicator, who is warm, empathetic, conscientious, optimistic, adaptable, and who enjoys working in a team;
- Minimum typing speed of 45 WPM;
- Ability to exceed customers’ expectations;
- Comfortable up-selling or cross-selling product upon service contact;
- Organized with proficient attention to detail.