
Customer Experience Specialist
hace 4 horas
As a Customer Experience Technician, you will be at the forefront of delivering exceptional support to photographers. Your role combines hands-on customer support, workflow optimization, and technical problem-solving with a focus on automation and AI-driven efficiencies.
Key Responsibilities:
1. Deliver Exceptional Support: Maintain a 90%+ CSAT score while handling at least 100-150 tickets per week with a fast first response time.
2. Troubleshoot and resolve customer issues with clarity and efficiency.
3. Technical Troubleshooting & Process Optimization: Identify recurring customer pain points and propose scalable solutions. Collaborate with internal teams to advocate for customer needs.
Technical & Automation (25%)
Automate & Optimize Support Workflows: Identify inefficiencies and implement automation-driven solutions to enhance the customer experience. Regularly research and improve chatbot performance, reducing drop-off rates and enhancing AI responses.
Payment & Cashout Process Support: Ensure failed payment process is fully automated within 30 days through automation and proactive support. Cashout Processing Efficiency – Ensure cashout process is fully automated within 60 days. Duplicate Tickets – Actively contribute to Help Desk ticket automation to reduce repeat inquiries.
Continuous Improvement & Innovation
Proactively seek out ways to streamline and scale the support experience. Stay ahead of trends in AI, automation, and technical support best practices to improve the company's customer experience.
Qualifications:
1. Proficient in English: Strong written and verbal communication skills to support English-speaking customers.
2. Customer Service Experience: Background in customer support with a focus on satisfaction and issue resolution.
3. Critical Thinking: Ability to analyze situations and make informed decisions independently.
4. Empathy and EQ: High emotional intelligence, with an empathetic, patient, and solution-oriented approach to customer interactions.
5. Tech-Savvy: Comfortable with online platforms, AI, and quickly learning new tools.
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