Customer Experience Specialist

About You:
• Engaging and Conversational:
You excel at sparking meaningful interactions, whether offering product suggestions, policy updates, promotions or providing helpful insights to customers varying requests.
• Excellent Written Communication:
With your polished English skills, you will be expected to craft clear and friendly responses across email, online chat, phone calls and social media while addressing diverse inquiries about our products, programs, and values.
• Problem Solver with Personality:
You approach challenges with creativity and positivity, offering fresh solutions while keeping interactions fun and always customer-centric.
• Tech-Savvy Learner:
Comfortable with technology, you're ready to adapt and master new tools and software as we evolve.
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Responsibilities:
1. Be the friendly face and first point of contact, addressing inquiries and resolving issues through email, live chat, phone, and social media.
2. Maintain a maximum 12-hour response time for emails to ensure timely support. And immediate response to our quick action chat and phone channels
3. Develop deep knowledge of our products and policies to offer tailored recommendations, maximizing sales and customer satisfaction.
4. Effectively de-escalate challenging situations and know when to escalate concerns to management.
5. Take initiative by following up on customer interactions without being prompted.
6. Research and recommend innovative ways to enhance the customer experience.
7. Support and train new team members as we grow.
8. Collaborate with the team to handle overflow tasks when needed.
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Qualifications:
• 1–2 years of customer service experience, ideally in e-commerce or online support.
• Detail-oriented with exceptional written and verbal communication skills (strong grammar, punctuation, and enunciation).
• Proactive problem solver who thinks creatively and works independently.
• Experience with platforms like Gorgias, Shopify, or Loop is a bonus but not required.
• Reliable access to high-speed internet, a computer/laptop, and a quiet workspace equipped for calls (headphones/microphone/camera required).
• An active Payoneer account is required.
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Job Details:
• Full-Time: 40 hours per week with a three-month probation period.
• Availability: Days, evenings, weekends, Holidays and overnight shifts may be required.
• Commitment: This is a full-time outsourced contractor role; no moonlighting.
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Join us to provide customers with an exceptional, personalized experience while growing your career in a dynamic and supportive team environment!