Job Information
Customer Experience Specialist (part time role) New
6 Days Ago
Overview
Job Category: Computer/IT
Job Type: Part-Time
Posted: 2021-02-19
Requirements
Job Status
Start Publishing: 2021-02-19
Stop Publishing: 2021-03-13
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Description

Customer Experience Specialist (part-time role)

 

You will be responsible for:

 

  • Managing the dashboard and helpdesk for drivers, customers, and end-users
  • Interacting with customers, drivers, and end-users to solution any problems or answer questions they may have around their account and troubleshoot issues as they arise
  • Keep detailed documentation of all customer interaction for quality control, refund implementation and app fixes; communicating final outcomes and action items to the appropriate stakeholders
  • having a positive can-do attitude with exceptional organizational skills and maintaining a creative solutions-oriented approach to problem solving with customers, drivers, and end users
  • being an interpreter between technical and non-technical stakeholders and ensuring a clear and concise line of communication exists for both
  • Performing gap analysis of existing systems/programs and identifying any key challenges and potential solutions so our customers have a seamless and successful overall customer experience
  • Facilitating monthly touchpoints/surveys with customers to gauge app likeability and ensure customer success
  • Re-conducting end user training sessions with customers, when necessary, via online webinars, over the phone or in-person
  • Working to identify service level challenges, and suggest/provide improvement recommendations
  • Working with management team on customer conversions
  • To get the job done, you will need:

     

    • 5+ years of customer service experience
    • Proficient in Office 365
    • a self- starter with drive to provide an exceptional customer service
    • possess strong analytical and problem-solving skills
    • Bilingualism is an asset

     

    Additional information:

    -About 25 hours per week

    - Lots of opportunity for advancement

 Please send your resume to shyrose.goodwin@in-tac.ca

 

Qualifications
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