Customer Experience Associate

With genuine excitement to help customers, our Customer Experience Associate acts as a liaison to provide product/services information to resolve any questions or concerns that our customers might face. You will ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Our Customer Experience Associate is patient, empathetic, and passionately communicative. You should be able to put yourself in our customers’ shoes and advocate for them when necessary. You should be confident at troubleshooting and investigate if you don’t have enough information to resolve customer concerns.

THE ROLE

  • Respond promptly to customer inquiries across multiple channels, provide appropriate solutions and alternatives within the time limits, and follow-up to ensure resolution

  • Manage large amounts of customer inquiries following the proper communication procedures, guidelines and policies

  • Identify and assess customers’ needs to achieve satisfaction and take the extra mile to engage customers

  • Build sustainable relationships and trust with customer accounts through open and interactive communication

  • Provide accurate, valid and complete information by using the right methods/tools and having in-depth knowledge of our product portfolio

  • Keep records of customer interactions, transactions, comments and concerns

  • Process customer accounts and file documents

  • Communicates and coordinates with internal team as necessary

  • Ensure customer satisfaction and provide professional customer support

  • Maintaining a positive, empathetic and professional attitude toward customers at all times.

WHAT YOU NEED

  • Bachelor’s degree or equivalent

  • Customer support experience or experience as a client service representative is a plus

  • Familiarity with CRM systems and practices is a plus

  • Customer orientation and ability to adapt/respond to different types of characters

  • Excellent written communication skills in English

  • Ability to multi-task, prioritize, and manage time effectively

Interested? Email your resume to talent@airrlabs.com