Customer Experience Expert

hace 4 días


Caracas, Distrito Federal, Venezuela Verne A tiempo completo

Company Overview

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Verne is a leading edge technology firm that enables photographers to achieve success through its cutting-edge platform.

Salary

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$1,300 - $1,600 USD / month

Job Description

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In this role as a Customer Experience Technician, you will provide top-notch support to photographers, understanding their unique needs, and empowering them to excel with our platform.

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Key Responsibilities:

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  1. ">
  2. Customer Support:">
    1. ">
    2. Deliver Exceptional Support: Maintain a 90%+ CSAT score while handling at least 100-150 tickets per week with a fast first response time.">
    3. Troubleshoot and resolve customer issues with clarity and efficiency.">
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  3. Technical Troubleshooting & Process Optimization:">
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    2. Identify recurring customer pain points and propose scalable solutions.">
    3. Collaborate with internal teams to advocate for customer needs.">
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  4. Technical & Automation:">
    1. ">
    2. Automate & Optimize Support Workflows: Identify inefficiencies and implement automation-driven solutions to enhance the customer experience.">
    3. Regularly research and improve chatbot performance, reducing drop-off rates and enhancing AI responses.">
    4. Payment & Cashout Process Support: Ensure the failed payment process is fully automated within 30 days through automation and proactive support.">
    5. Cashout Processing Efficiency: Ensure the cashout process is fully automated within 60 days.">
    6. Duplicate Tickets – Actively contribute to Help Desk ticket automation to reduce repeat inquiries.">
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Continuous Improvement & Innovation:

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  2. Proactively seek out ways to streamline and scale the support experience.">
  3. Stay ahead of trends in AI, automation, and technical support best practices to improve the company's customer experience.">
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Qualifications:

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  1. ">
  2. Proficient in English: Strong written and verbal communication skills to support English-speaking customers.">
  3. Customer Service Experience: Background in customer support with a focus on satisfaction and issue resolution.">
  4. Critical Thinking: Ability to analyze situations and make informed decisions independently.">
  5. Empathy and EQ: High emotional intelligence, with an empathetic, patient, and solution-oriented approach to customer interactions.">
  6. Tech-Savvy: Comfortable with online platforms, AI, and quickly learning new tools.">
  7. Team Collaboration: Proven success in working with teams towards common goals.">
  8. Adaptability: Ability to thrive in dynamic, evolving environments.">
  9. Initiative and Drive: Demonstrated self-motivation to solve problems and improve processes.">
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Benefits:

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This role offers a competitive salary range, opportunities for professional growth, and a bonus structure that rewards individual and team performance.



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