Customer Experience Analyst at Helium Health

The Customer Experience (CX) Analyst will be responsible for engaging with customers periodically and working to resolve complaints accordingly. This includes following up on every issue to ensure complete satisfaction and maximum utilization of the Helium Products deployed to customers. 

Responsibilities:

• Directly interact with clients to help identify and assess needs towards the prompt resolution of issues. 
• Handle customer complaints, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 
• Handle inbound requests via email, calls, chats, or face-to-face for clients’ complaints, requests, or enquiries. Log incidents using CRM tools, take action, and close them accordingly. 
• Constantly monitor the use of our products, resolving any first-level client complaints and escalating where necessary. 
• Follow up to ensure the resolution of our clients’ complaints 
• Maintain a positive, empathetic, and professional attitude towards clients at all times. 
• Manage the database of Helium customers, ensuring it is effectively segmented for targeted marketing activities. 
• Work with the Tech Support team to resolve issues and restore service promptly. 
• Measure the effectiveness of improvement and provide management visibility to such improvement. 
• Execute Customer Experience strategies as directed to encourage customer retention and customer loyalty. 
• Follow Customer Experience communication procedures, guidelines, and policies.

Requirements

• Minimum 2 years’ relevant experience 
• Experience with Customer Service Systems and KPI metrics would be an added advantage. 
• Eager to work in an entrepreneurial environment and help drive innovation. 
• Customer-oriented and able to adapt to different characters and maintain professional composure in difficult situations. 
• Ability to multitask, prioritize, and manage time effectively 
• Great attitude with the ability to foster a fun, productive working environment. 
• Good communication skills that will ensure effective conveyance of information and execution of duties in a cross-functional setting.