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Customer Experience Specialist
hace 2 meses
We are seeking a highly skilled and motivated Customer Experience Specialist to join our team at Back Market. As a key member of our Customer Care Department, you will play a crucial role in ensuring our customers have an exceptional user experience.
Key Responsibilities- Provide timely and accurate information to customers via various channels, including email, phone, social media, and live chat.
- Proactively identify opportunities to improve the customer experience and implement solutions to address customer pain points.
- Exceed customer expectations by delivering exceptional service and ensuring key performance indicators (KPIs) are met or exceeded.
- Coach and mentor outsourced agents to ensure they have the necessary skills and knowledge to provide excellent customer service.
- Participate in the development and testing of new customer-related solutions and tools.
- Collaborate with cross-functional teams, including Care Ops and Content & Training, to drive business results and improve customer satisfaction.
- Bilingual English/German language proficiency.
- Excellent written and verbal communication skills.
- At least 1 year of experience in a Customer Care role.
- Previous experience in e-commerce and/or social media is a plus.
- Entrepreneurial spirit, open-mindedness, and a desire to continuously improve and grow.
- Commitment to delivering exceptional customer service and exceeding customer expectations.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Strong analytical skills and ability to manipulate data to drive business decisions.
At Back Market, we're passionate about empowering people to consume tech sustainably. As a Customer Experience Specialist, you'll be part of a dynamic team that's dedicated to making a positive impact on the environment. You'll have the opportunity to work with a talented team of professionals who share your values and are committed to excellence.
We offer a competitive salary, equity, and a range of benefits, including lunch vouchers, health insurance, relocation assistance, and paid time off for community activism. Our company culture is built on five core values: One Loving Tribe, Be a Coach Not a Dictator, Sabotage, Be Free, and Be a Little Bit Sneaky. We're committed to diversity, equity, and inclusion and strive to create a workplace that's welcoming and inclusive for all.
