Customer Experience Executive at HR Aid

Salary: 300,000

Job Overview

We expect you to take an active role in every facet of the customer\'s journey. This means you work with a cross-functional team and will be involved in client service and administrative support from beginning to end.

As a part of the team, you will also be expected to collaborate with the technical and account management teams in delivering excellent customer experience.

Responsibilities

• Respond to all customer enquiries via email, skype, phone, live chat, social media and other platforms 
• Set up and troubleshoot VPNs
• Monitor servers and report inconsistencies
• Act as intermediary between clients and network operators – SenderID approvals, message escalations, etc. 
• Escalate thorny issues to the technical support team for fast resolution
• Follow up with members of the technical support team on behalf of customers 
• Follow up with customers to assure them that their issue is being resolved 
• Upload DND and ported numbers
• Generate service reports and make recommendations to improve client service experiences

Person Specification

• BA/BS degree 
• Previous experience of working in a Customer Support/Experience capacity 
• Experience working within a startup and other high-pressure environments. 
• Technology background is advantageous
• Excellent understanding of customer experience management.
• Ability to work in a fast-changing environment, with an entrepreneurial approach.
• Developed written and oral communication skills and effective interpersonal skills.
• A data-driven approach to problem solving
• Strong quantitative skills
• Comfortable tackling broad-reaching and ambiguous questions
• The ability to communicate and work collaboratively and cross-functionally with team members of all levels.