Customer Experience Representative

Description

The role of a Customer Experience Representative is to help customers understand the products and services being offered by a company. They answer inquiries by phone, e-mail, web chat, or social media. A Customer Experience Representative also handles concerns, complaints, or other issues. Their job is to help ensure 100% complete customer satisfaction. Customer Experience Representatives also help promote continued customer interest in the company’s products or services.

Duties and Responsibilities

• Handle customer complaints by providing solutions, often within a time limit to ensure the customer is completely satisfied.
• Learn to identify customer needs or desires in order to recommend the appropriate product or service.
• Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
• Keep a record of incoming inquiries to be able to reference at a later date.
• Be able to process orders, forms, applications, or requests.
• Work with colleagues when necessary to resolve customer complaints.
• Provide feedback to other departments to help improve sales, marketing, operations and business processes.
• Learn about the products inside and out to be able to answer any questions from customers.
• Be able to generate and analyse sales data for Management team.

Skills and Qualifications

• Communication skills such as a pleasant demeanor and ability to work with multiple personalities
• Attention to detail to be able to provide written communication to customers that are free of spelling or grammatical errors
• Patience to be able to stay calm in an intense environment
• Ability to multitask since some tasks will require a Customer Experience Representative to communicate with multiple customers at one time
• Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups rigorously and  in a timely manner
• Adaptability and flexibility in order to deal with different customers and needs in a short period of time
• Leadership skills like being able to help lead or manage a committee within the organization or run team meetings
• Bilingual, French and English an asset
• Strong computer skills along with MS Suite skills
• Strong ability to think autonomously while still working within company governance
• Website updates and related experience an asset.

Experience Requirements

• Three years of experience mandatory
• High school diploma mandatory
• University or College degree such as a general bachelor’s degree considered an asset

Salary Expectations

• To be discussed and will be commensurate with level of experience and skill set.  Expected range for the posted position to be $65000 plus other benefits.