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Customer Experience Specialist

Do you have the business savvy and problem-solving skills necessary to thrive in a start-up environment? Are you looking to hit the ground running and have an immediate impact in a highly visible role? 

As our Customer Experience Specialist, you will work with the team to ensure customers are satisfied with their experience with us during the before and after-sales process. You and the sales team will spearhead our efforts to position Castlery as a major player in the regional design landscape. 

Core Responsibilities 

  • Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process. 
  • Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty, and taking advantage of sales opportunities when appropriate. 
  • Acts as a liaison between customers and management in order to enhance the overall customer experience. 
  • Analyze complaints from customers and provides adequate resolutions. 
  • Tracks proposed resolutions and follow up with customers in a timely manner 
  • Develops and maintains a vast knowledge of the products and services being offered. 
  • Communicates customer feedback to various teams—including technical, marketing, and other departments—in order to improve the overall customer experience. 
  • Generating and monitoring performance reports to achieve higher customer satisfaction. 
  • Uphold high customer service standards. 
  • Perform other job-related duties and responsibilities as may be assigned to you from time to time by the Company and/or your supervisor or manager i.e. process calls or emails to service customers when call demand dictates 

Requirements 

  • Fluent English with excellent communication skills, both written and verbal 
  • At least 2 Year(s) of working experience in the related field is required for this position. 
  • A successful track record working in a high-volume environment. 
  • Able to solve problems by thinking analytically and creatively. 
  • Familiar with the latest e-commerce trends. 
  • Regular and reliable attendance is an essential function of this position. 
  • High flexibility during Castlery’s busiest periods 
  • Ability to empathize with and prioritize customer needs 
  • Exude patience and ownership with each customer 
  • Ability to determine customer needs and provide appropriate solutions, setting expectations with customers 
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