Digital Customer Experience Associate

Há 7 dias


Aveiro, Aveiro, Portugal Boundlessfellows Tempo inteiro

About the Role: We're seeking a talented and customer-focused individual to join our team as a Digital Customer Experience Associate. In this role, you will be responsible for delivering exceptional customer experiences through timely and effective resolution of customer inquiries.

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Job Summary: As a Digital Customer Experience Associate, you will be the primary point of contact for customers across multiple channels, including live chat, email, and phone. Your primary goal will be to provide accurate and helpful information to customers, troubleshoot issues, and escalate complex problems to senior support agents or technical teams.

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Key Responsibilities:*

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  2. Respond to customer inquiries in a timely and professional manner, ensuring that all interactions are courteous, respectful, and empathetic.
  3. Troubleshoot and resolve customer issues quickly and efficiently, using problem-solving skills and technical knowledge to identify root causes and implement effective solutions.
  4. Escalate complex customer issues to senior support agents or technical teams, providing clear and concise information about the issue and its impact on the customer.
  5. Develop and maintain a deep understanding of our products and services, staying up-to-date with new features and enhancements to provide accurate and helpful information to customers.
  6. Work collaboratively with cross-functional teams, including sales, marketing, and product development, to ensure that customer needs are met and exceeded.
  7. Meet or exceed performance targets, including first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) metrics.
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Requirements:*

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  • Bachelor's degree in Business Administration, Marketing, Communications, or related field.
  • Minimum 1 year of experience in a customer-facing role, preferably in a fast-paced, dynamic environment.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders at all levels.
  • Strong problem-solving and analytical skills, with the ability to think critically and develop effective solutions to complex problems.
  • Ability to work in a team environment, prioritizing tasks and managing multiple projects simultaneously.
  • Highly organized and detail-oriented, with excellent time management and adaptability skills.
  • Proficiency in CRM software, such as Salesforce or Zendesk.
  • Knowledge of digital marketing principles and strategies, including social media and content marketing.
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Salary:** $60,000 - $80,000 per year

Location: Dublin, Ireland

Benefits:** Competitive salary, comprehensive benefits package, including health insurance, retirement plan, and paid time off.



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