Customer Experience Associate at Shuttlers

Job Summary

The Customer Experience Associate ensures that active and potential customers who engage with the company’s service have a positive experience. You will be expected to be an expert on Shuttlers services with a detailed knowledge of our products and troubleshoot problems for our customers to ensure they have a pleasant experience.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Ensure customer satisfaction and provide professional customer support.
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Keep records of customer interactions, transactions, comments, and complaints.

Requirements

• 1-3 years in similar role
• Ability to multitask, prioritize and manage time effectively
• Customer Success experience.
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt
• Strong phone contact and listening skills
• Fluent written and verbal English.
• Team building/Conflict Management.
• Proactive behavior.
• Critical thinker and problem-solving skill
• Good time-management skills
• BSc degree or higher