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Customer Experience Associates | US

3 months ago

Cambridge, United States Peak Support LLC Full time
Job DescriptionJob DescriptionDescription:

At Peak Support, we are passionate about delivering exceptional service to our customers and clients. As a rapidly growing services provider, we offer a wide range of services including customer support, sales operations, and business process outsourcing to high-growth companies. Our commitment to providing outstanding customer experiences and supporting our clients as they grow, and scale is at the heart of everything we do.


Our mission is to empower our team to innovate and deliver beyond expectations. We are seeking Customer Experience Associates who embody Peak Support's core values and shares our deep commitment to our clients and team members. If you are driven by a passion for excellence and want to be part of a dynamic, client-focused team, we would love to hear from you.


We offer:

  • Competitive compensation and excellent benefits.
  • Comprehensive training and development programs.
  • A fun, inclusive workplace culture.
  • Opportunities for personal and professional growth.


Ready to take the next step in your career? Join the Peak Support team and discover why we're the top-rated employer in our industry.


Apply now and let's start our journey together


Our Customer Experience (CX) Team drives customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touch-points. CX Associates are responsible for delivering an exceptional, differentiated and “concierge-like” customer experience, to our community of food lovers.


Overall Responsibilities:

  • Responsible for supporting customers contacting our brand via email, phone, live chat and SMS
  • Supporting a wide variety of inquiries types and ensuring satisfaction.

What you'll do:

  • Provide world-class customer service in all interactions with customers and think creatively about ways to optimize each customer’s experience.
  • Receive inbound inquiries via phone, email, live chat or SMS; verify required information and do utmost within their power to solve customer programs.
  • Actively listen and remain empathetic to the needs of each and every customer, tailoring solutions to provide the best experience possible
  • Strive to meet and exceed quality and performance metrics.
  • Maintain thorough knowledge of systems so that information can be researched and proper information is given to the customer
  • Learn and retain thorough working knowledge of all existing and new process and procedures.
  • Proactively identify and share key insights observed in handling volume with leadership.
  • Attend Team Meetings/additional training sessions as scheduled.


We're looking for individuals with:

  • Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
  • Ability to actively listen and use the information provided by the customer to meet the clients' needs
  • Demonstrate appropriate empathy, accurately & genuinely show understanding of the customer's emotional state
  • Maintain courtesy, politeness, & confidence throughout the interaction
  • Demonstrate comfort in resolving sensitive issues and diffusing escalated scenarios.
  • Ability to adapt and thrive in a fast paced, rapidly changing environment.
  • Demonstrate highly detail and solution oriented critical thinking skills
Requirements:

Plus, but not required:

  • Knowledge of Office 360
  • Experience with Zendesk, ServiceDesk or Freshdesk
  • Able to meet minimum typing speed of 40 WPM while chatting with customers
  • Interested in ecommerce with possible previous experience in leading ecommerce clients