Customer Experience Specialist
Booth & Partners Makati Full-time
ROKA is an E-commerce retail company located in Austin, TX. ROKA designs and builds the finest performance eyewear and gear on the planet. ROKA is looking to add a CX Specialist who is genuinely excited to help ROKA customers.
Job Summary:
The Customer Experience Specialist is often the first point of contact at ROKA and is responsible for assisting customers with on-the-web customer experience. They will assist customers via e-mail with various queries, from initial order to processing returns and exchanges to assisting with warranty requests.We’re looking for someone with a strong work ethic, excellent verbal and written communication skills, and a high level of empathy. The perfect Specialist will be energetic and carry a palpable enthusiasm. They must be a self-starter, thrive independently, and always put team first.
As we are growing quickly, the pace of change at ROKA is fast, and the perfect Specialist needs to be comfortable executing at a high level with evolving processes and systems.
Responsibilities:
- Respond to email and chat inquiries from direct (e-commerce) customers
- Quickly and thoroughly solve problems for customers when things don’t go 100% as planned
- Manage a large amount of inbound emails whole providing stellar support to customers
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal and CX Team KPIS
- Follow communication procedures, guidelines and policies
- Connect with CX manager and team as needed
Requirements
Must Haves- 5+ years relevant customer service experience with proven one-on-one touchpoints with customers via phone, chat, email, and/or in-person.
- Demonstration of a high level of organization with very strong attention to detail.
- Proven positive attitude with ability to quickly and thoroughly solve problems for customers when things don’t go 100% as planned.
- Experience with help desk or CRM softwares such as Gladly, Zendesk, Gorgias, and SalesForce.
- Must have Fiber Optic internet with at least 25 Mbps bandwidth
- Must have a backup desktop or laptop with the latest OS
- Must be able to work from 9PM-6AM
Skills:
- Strong verbal and written communication skills, including "modern" communication skills - email, text, cell phone.
- Strong work ethic with a high level of empathy, energy, and enthusiasm
- Self-starter, that is able to problem-solve independently and comfortably execute at a high level
- Working knowledge Customer management systems, with the ability to learn new platforms quickly
Benefits
WHAT WE OFFER:
✔ Permanent Work-from-home
✔ Great Place to Work-Certified Company
✔ Premium HMO
✔ Holistic employee experience
✔ Rewards and incentives
✔ Monthly engagement activities
✔ Career advancement opportunities
✔ Paid referral program
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