Customer Experience Specialist

2 weeks ago


Richmond, United States Insight Global Full time

Insight Global is looking for a Customer Experience Specialist to join our clients fast-growing team in the travel industry. This key role will ensure they are delivering a customer-first, best-in-class service.


Responsibilities:

  • Be customer obsessed and set the highest bar for customer care in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, proactivity and positivity.
  • Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
  • Provide real-time support related to travel inquiries & emergency events.
  • Collect & monitor travel intelligence information.
  • Interact with travel & medical providers.
  • Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
  • Efficiently handle customer complaints with empathy, knowledge and understanding.
  • Complete customer requests in a friendly, professional and timely manner.
  • Work collaboratively across teams and departments to help solve any matter at hand.


Qualifications:

  • Ability to work in the afternoon/evening (4.30 PM - 1.30 AM) EST as needed. (paid at a slightly higher rate when working this shift)
  • Excellent verbal & written communications skills.
  • Ability to display great time management and prioritize workload while remaining organized and efficient.
  • Proven experience in customer service/call center roles and ability to handle high call volume.
  • Tech-oriented



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