Customer Experience Representative

Job Description

JOB DETAILS

REQUIREMENTS

• Bachelor’s degree or equivalent work experience
• Minimum 4 years of experience in high-volume customer service environments
• Exceptional verbal and written communication skills
• Strong multitasking and time management abilities
• Positive, self-driven team player with a growth mindset
• Professionalism, resilience, and diligence in handling challenging situations
• Adaptability to rapidly changing technology environments
• Comfortable using AI-based tools for analysis, automation, or decision support (e.g., ChatGPT, Perplexity)
• Agile and responsive to evolving customer and business needs

RESPONSIBILITIES

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Resolve order issues, discrepancies, and transaction concerns
• Troubleshoot technical challenges in collaboration with support teams
• Maintain accurate customer records and documentation in CRM systems
• Support order adjustments and administrative workflows between CX and DX teams
• Share recurring feedback and insights with product and internal teams
• Ensure high customer satisfaction through empathy, active listening, and ownership
• Adhere to company policies and procedures while maintaining service excellence
• Stay current on product knowledge, industry trends, and customer service best practices
• Collaborate across teams to solve complex issues and improve service quality
• Demonstrate flexibility in working hours (including early mornings, late evenings, or occasional weekends as needed)

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