Excellent Customer Experience Specialist

About Us:

At Enlighten Sauna, we are passionate about wellness, relaxation, and the art of sauna culture. Our mission is to provide premium sauna products that transform homes and businesses into sanctuaries of well-being. As a leading provider of luxury sauna experiences, we are committed to delivering exceptional customer experiences.

Job Summary:

We are seeking a Customer Experience Specialist to join our dynamic team! We are looking for a motivated and customer-focused professional to ensure our clients receive an unparalleled experience. As the first point of contact, you will manage customer inquiries, provide expert guidance, and resolve issues efficiently. Your role will be vital in upholding the brand’s reputation for exceptional service, from assisting with orders to ensuring seamless post-purchase support. The ideal candidate will have excellent communication skills, a problem-solving mindset, and a passion for helping customers succeed.

Key Responsibilities:

Customer Service: Provide prompt, high-quality customer support via phone, email, chat, and social media.
Call Management: Screen and route incoming calls for sales, support, and other departments by using Zoho CRM, Desk, and Ring Central.
Order Management: Track orders, update customers on delivery timelines, and manage interactions in Zoho Order Management.
Product Support: Assist customers with sauna product inquiries, guide them through the support ticket process for tech or warranty issues, and ensure timely follow-up.
Shipping & Installation Coordination: Organize shipping, manage agreements via Zoho Sign, and follow up on delivery or damage claims.
CRM & Ticketing: Log, track, and update customer support tickets in Zoho CRM, ensuring thorough and prompt resolutions.
Post-Purchase Follow-Up: Ensure customer satisfaction by following up on orders, encouraging reviews on platforms like Google and Yelp, and addressing any complaints to improve ratings.
Product Knowledge: Stay up-to-date on sauna product features and benefits to provide expert customer guidance.
Feedback & Improvement: Gather and analyze customer feedback to drive improvements in the overall experience.

Qualifications & Skills:

Experience: 3-5 years of customer service/support experience; order management experience is a plus.
Communication: Strong communication skills with a proven ability to resolve customer inquiries and complaints. Excellent English is a must.
Tech Skills: Familiarity with CRM software (Zoho preferred), Google Suite, Excel, and Skype.
Problem-Solving: A solutions-oriented mindset with strong attention to detail and organizational skills.
Team Player: Ability to work both independently and collaboratively in a fast-paced environment.
Customer-Centric Attitude: Passion for providing exceptional service and helping customers.

Perks & Benefits:

13th-month pay after completing a 6-month probation period
Performance-based bonuses and opportunities for advancement

Work Schedule and Holidays:

Full-time, weekdays from 8:00 AM to 5:00 PM Pacific Standard Time (12:00 AM to 9:00 AM Manila Time)
Sick leave
Vacation eligibility after the 6-month probation period
Observance of most Filipino holidays


How to Apply:

Send your resume and a brief message on why you're interested in this position.
Change the subject line to: "I Want to Work for Enlighten [Insert the name of the magazine where Enlighten was Featured, found on our website: enlightensauna.com] - Customer Experience."
A Skype/Zoom interview with video will be required.