Customer Feedback Specialist (удаленная работа)

Вакансия: Customer Feedback Specialist

Описание вакансии

We are a global cleantech company producing and operating innovative solutions for plastic and aluminium recycling - Reverse Vending Machines (or Sparklomats, as we call them). We are creating a global infrastructure that eliminates cause of plastic and aluminum pollution: collecting bottles and cans for recycling before they become waste, hence becoming an essential part of circular economy. At Sparklo, we believe in encouragement rather than blame, motivating people worldwide with special rewards to shape a sustainable habit and make everyday recycling effortless and enjoyable for everyone.

Requirements:

• A minimum of 1 year of customer support, retention or escalation experience in a to consumer Customer Success/Experience call center or remote environment

• Ability to recognize and understand customer sentiment

• Comfortable diffusing negative feedback with strong resolution and positive redirection skills

• Excellent written and spoken English & Arabic

• Empathy and understanding of customer needs, with a strong desire to provide a high level of service.

• Teamwork skills, strong communication abilities, and a willingness to collaborate with colleagues to achieve common goals.

Responsibilities:

• Works with dissatisfied customers to resolve any difficulties or complaints by proactively reaching out and offering customer focused solutions and demonstrating an elevated level of attention, care, and follow through

• Quickly and thoroughly responds to customer reviews and surveys with a focus on transforming any negative experience into a positive one by building trust and rapport, and offering timely and effective resolutions that exceed customer expectations

• Repairs the relationship with the customer by taking ownership of the customer s support experience and serving as their point of contact throughout the resolution process

• Reviews each dissatisfied customer experience including account history, order details, and prior correspondence with the support team in preparation for response and outreach, ensures internal notes are up to date and contain adequate detail

• Monitor and analyze customer feedback, reviews, and sentiments to identify insights and actionable improvements.

• Comfortable handling a high volume of customer dissatisfaction inquiries while using a variety of available tools and resources (including Five9, G Suite, Slack, YOTPO, and internal systems and knowledgebases) to stay up to date on processes, track action items and to-dos, and ensure each customer is provided timely, efficient and accurate resolutions

• Is a subject matter expert and brand ambassador for all of our brands and products and has a strong focus on retention by creating opportunities and options for customers interested in canceling/returning orders

  
  What we offer:

• Ambitious tasks with a technologically advanced product that society needs

• Competitive salary

• Prospects for Development and growth in an international company

• Flexible work schedule

• Young, friendly team, lack of bureaucracy, open management