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Customer Experience Representative (CXR)

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Рок за пријавување:

  • FrontLogix

 

CUSTOMER EXPERIENCE REPRESENTATIVE (CXR)

Location: Skopje Macedonia 
Seniority: Junior to Mid-level
Employment type: Full-time 2 pm to 11 pm - Skopje (8 am to 5 pm EST - US), Monday through Friday  
Job function/department: Customer Service
Reports to Center Supervisor (Operations)  
 
About Front Logix Solutions:
Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.
 
Position Summary:
The Customer Experience Representative (CXR) is responsible for effectively and professionally servicing our client’s customers, as specified by the project. The CXR is highly motivated and skilled in critical and creative thinking. The CXR will identify any pain points and the factors that influence a customer to make a purchase decision and will provide management with suggestions and ideas to improve processes based on customer feedback.
 
Duties and Responsibilities: 
  • Handles all interactions in a prompt, professional, and friendly manner while collecting all necessary information for the company
  • Provides accurate information to customers, suppliers, and vendors
  • Responsible for answering incoming calls promptly and in accordance with established call-handling procedures
  • Functions well as a team member -  works in conjunction with management and peers towards achievement of company, department, team, and personal goals
  • Provides accurate translation of the customer and order information, from the phone to the CRM system.
  • Ensures that he/she is equipped with all tools necessary for this position
  • Responsible to be logged in and in a productive “ready to work” state 97% of his/her shift, excluding breaks and lunch
  • Interacts with fellow team members to enhance project performance
  • Works on special projects and performs other duties as assigned
  • Adheres to all company policies and procedures
  • Be creative and be able to ask appropriate questions
  • Respond to customer/vendor emails and live chat inquiries
  • Data Entry into the CRM system and complete documentation once the task is complete
  • Meet sales targets and call handling quotas

Required Qualifications / Experience / Knowledge:
  • 1 to 2 years of relevant customer service experience
  • Advanced English - written and oral
  • Excellent customer service, communication, and relationship-building skills
  • Ability to identify, troubleshoot and resolve customer problems, including following through to ensure customer satisfaction
  • Active listening skills and attention to detail - ability to probe by asking appropriate questions to define customers’ needs and desires
  • Able to relay accurate company/product/promotional information to the customer
  • Ability to empathize with the customer
  • Ability to engender trust and engagement with customers and potential customers
  • Knowledge and Experience using Google Cloud Apps (Docs, Sheets, etc.)
  • Ability to operate tools necessary to carry out job duties and responsibilities (i.e., computer, telephone, CRM system)
  • Demonstrated ability to work independently and initiate activities, think creatively when trying to find alternate solutions, set priorities, manage multiple priorities, and deliver on-time results
  • A self-starter with excellent research and time-management skills
  • Strong communication skills (both oral and written) to engage and collaborate with clients, vendors, and upper-level management
  • High School Diploma or Equivalent
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