Customer Experience Associate

3 weeks ago

Randolph, United States Brewster Home Fashions Full time

The York Design Group - a global home dcor company is looking for a Customer Experience Associate to join our team.

This is a great opportunity for a customer-centric professional with excellent written communication skills to spearhead online communication with our consumers. The ideal candidate will be able to easily navigate between tasks and provide effective service and communication with our customers.

The Customer Experience Associate will be responsible for responding to reviews on various online platforms, answering direct customer questions or concerns via social media, live chat, and email, and ensuring customers who communicate through these channels receive the same exceptional service as all Brewster customers do.

JOB RESPONSIBILITIES:

  • Respond to questions from web consumers via Facebook, Instagram, Twitter, email, live chat, and other customer feedback forums.
  • Respond to positive and negative reviews on Bazaarvoice, Amazon, and our direct websites.
  • Address complaints from dissatisfied customers professionally and timely.
  • Answering customer questions on products and product features.
  • Documenting any frequently asked questions with a focus on suggesting necessary FAQ updates to our marketing team.
  • Collaborate with other teams to seek answers to product-specific questions when necessary.
  • Document any product quality concerns to help identify any repeated issues that may need to be addressed.
  • Proactively engage customers on social media platforms who are discussing our brand with the intention of either appreciating their feedback or proactively offering to help resolve concerns they may have.
Requirements
  • 2+ years in a customer engagement focused role.
  • Bachelor's degree preferred but will accept work experience in lieu of education.
  • Exceptional customer engagement skills
  • Excellent writing skills
  • Experience with Microsoft Office Suite.
  • Knowledge of internet marketing strategies
  • Self-starter, highly motivated, enthusiastic, and with the desire to succeed
  • Must have the capacity to work on multiple responsibilities simultaneously and meet deadlines

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