Senior Customer Experience Representative - Remote

Overview

The Senior Customer Experience Representative plays a key role in delivering exceptional service by working closely with the Customer Experience Supervisor and a team of support agents. This position is responsible for ensuring every customer interaction is handled with care, professionalism, and a commitment to excellence.

In Short

• Manage customer emails and chats in a highly personalized and professional manner.
• Take ownership of high-impact or sensitive customer escalations, ensuring timely resolution and conducting root cause analysis.
• Identify recurring issues or patterns in customer inquiries and collaborate with relevant teams to implement improvements.
• Champion customer advocacy by escalating systemic issues and partnering with leadership to drive long-term solutions.
• Contribute ideas on an ongoing basis to improve customer service efficiency and effectiveness.
• Take full ownership of KPIs and consistently strive to meet or exceed targets with dedication and accountability.
• Assist in filling and maintaining important trackers and reports.

Requirements

• Strong communication skills.
• Proactive mindset.
• Experience in customer service roles.
• Ability to handle escalations effectively.
• Analytical skills for root cause analysis.

Benefits

• Work in a dynamic and growing company.
• Opportunity to contribute to customer service improvements.
• Collaborative team environment.