Job Description:
We are seeking a Senior Customer Experience Representative to manage customer interactions across various channels, ensuring excellent service and smooth operations. The ideal candidate will have a strong background in e-commerce, with at least 2 years of experience in moderation and handling customer calls and inquiries. You will be responsible for ensuring quality in all interactions, following up on team performance, and reporting directly to the Customer Experience Team Leader.
Key Responsibilities:
- Handle and resolve customer inquiries and complaints via phone, chat, and email.
- Ensure high-quality moderation of customer interactions.
- Monitor and review the team's calls and chat sessions to maintain service standards.
- Report quality issues and customer feedback to the Customer Experience Team Leader.
- Utilize CRM and moderation software to manage and track customer interactions.
- Provide guidance and support to team members to enhance their performance.
What We Offer:
- Competitive salary and benefits.
- A dynamic and supportive work environment.
- Opportunities for growth and professional development.
- Medical and social insurance.
Requirements:
- Minimum 2 years of experience in customer service, with a focus on moderation and customer calls.
- Previous experience in the e-commerce industry is a must.
- Proficiency in CRM and moderation software.
- Strong communication and problem-solving skills.
- Ability to follow up on team performance and ensure quality across all customer touchpoints.