Experienced Customer Online Support Specialist – Delivering Exceptional Customer Experiences at arenaflex
About arenaflex
At arenaflex, we're passionate about revolutionizing the way people interact with our brand. As a leading innovator in the industry, we're committed to providing exceptional customer experiences that exceed expectations. Our team is dedicated to fostering a culture of excellence, where creativity, innovation, and collaboration thrive. If you're a customer-centric individual with a passion for delivering outstanding support, we want to hear from you!Job Highlights:
- Location: Remote
- Compensation: a competitive salary
- Company: arenaflex
- Position: CUSTOMER ONLINE SUPPORT
- Start Date: Immediate openings available
Position Purpose and Expectation:
As an Experienced Customer Online Support Specialist at arenaflex, you'll be the face of our brand, providing exceptional support to our customers through various channels. You'll be a wonderful communicator, able to put people at ease with your natural patience and attentiveness. Your excellent product knowledge will enable you to recognize and address customer concerns promptly, ensuring a positive experience for all.Role Overview:
In this role, you'll be responsible for capturing, reporting, and resolving customer feedback related to their experience using arenaflex.com. Your primary focus will be on managing customer emails, prioritizing responses, and escalating issues to ensure 100% satisfaction. You'll also assist with language and descriptions, providing valuable insights to our Content team to enhance the customer experience.Key Responsibilities:
- Manage customer service responses for arenaflex.com, live chat, inbound phone calls, and social media
- Engage with our team and customers to achieve 100% service resolution within 24 hours
- Reply to customers in a timely manner, adhering to our department's KPIs
- Manage ad-hoc duties as directed by the CX Manager and Coordinator
- Liaise with internal stakeholders, including marketing, digital, trade, and retail teams
- Solve customer issues, complaints, and feedback efficiently, adhering to our policies
Requirements of the Role:
- Respond to daily customer feedback with proactive and decisive communication, resulting in positive outcomes
- Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates, and full complaint resolutions
- Assist in defining item descriptions and display to create the best possible content for our customers and stores
- Communicate effectively through our customer omni-channels
- Assist in managing order fulfillment by following up with customers, logistics, and management
Attributes Required:
- Excellent communicator in verbal and writing skills
- Ability to deliver on schedule, working calmly and efficiently under pressure
- Desire to develop the arenaflex communication to an audience beyond the website, with increasing knowledge and insight into our customer's habits and reactions
- Knowledge of Futura is desirable
- Knowledge of Zendesk or similar customer ticketing/service systems
- Knowledge of Shopify+ is desirable
- Willingness and ability to learn new software programs quickly, on the job
- Strong analysis and problem-solving skills
- Understanding of customer service ethos, online shopping experiences, and general e-commerce practices
- Ability to manage and prioritize your own time and workload
- Ability to record information accurately and produce accurate & timely reports
- Team player
- Highly accountable
- Ability to take direction and work with minimal supervision
- Respect for procedures and business requirements