Customer Experience Agent
Posted 16 days ago
You'll complete your application on Triquetra's career site.
About the Role
A remote position based in the Philippines is available for a professional Customer Experience Agent to uphold the organization's standing as a reliable source for recreational rentals and water sports. You will serve as the main representative for clients, providing helpful, swift, and tailored assistance during their entire booking process. By overseeing multiple interaction platforms, you will contribute to high operational standards and aid in managing orders and internal workflows. This role suits an empathetic and structured individual who excels in busy settings, where you will navigate both standard duties and intricate troubleshooting. You will play a vital part in the remote team, influencing service caliber by suggesting workflow refinements and fostering a culture focused on the customer, requiring both technical skills and a dedication to superior client support.
Requirements
- Demonstrated background in customer service or support roles, specifically in direct-to-consumer or e-commerce sectors.
- Direct experience utilizing Gorgias for CRM tasks, such as managing workflows, macros, tags, and tickets.
- Superior verbal and written communication skills with the ability to adjust your tone for platforms like Shopify, TikTok Shop, and Amazon.
- Strong organizational skills and the capacity to manage multiple tasks simultaneously in a dynamic environment.
- Ability to handle complaints and order discrepancies with an empathetic approach.
- Competency in documentation and tracking, along with an understanding of KPIs related to resolution and response times.
- Flexibility to work rotating shifts across various time zones and use time-tracking software.
- Proactive mindset toward identifying and recommending updates to support materials and processes.
Responsibilities
- Address client questions via email, phone, social media, and chat platforms.
- Create, modify, and cancel orders while overseeing fraud, operator, and address holds in line with standard operating procedures.
- Research and fix problems concerning late, missing, or inaccurate deliveries.
- Process returns and refunds, with a specific focus on channels such as Amazon and TikTok Shop.
- Track key performance indicators to verify adherence to service benchmarks.
- Record call results and maintain detailed documentation of all communications.
- Maintain up-to-date knowledge regarding company policies and product information.
- Take part in staff meetings and offer insights to improve internal systems and FAQs.
- Forward complicated service or technical matters to the Customer Support Lead for final resolution.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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