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Client Experience Specialist

2 months ago

New York, New York, United States PEX Full time
Job Overview

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at PEX. As a key member of our customer support team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities
  • Customer Support: Respond to customer inquiries in a timely and considerate manner, maintaining high levels of satisfaction and resolving issues efficiently.
  • Ticket Management: Prioritize and manage customer requests, identifying trends and patterns to improve the overall customer experience.
  • Knowledge Base Management: Update and maintain a comprehensive digital knowledge base to ensure the ongoing learning and success of the team and the company.
  • Collaboration: Partner with various departments within PEX to support team and company-wide goals, fostering a culture of collaboration and excellence.
  • Confidentiality: Maintain the confidentiality of customer information and protect PEX's interests.
  • Record Keeping: Accurately document customer service actions and discussions, ensuring transparency and accountability.
Requirements
  • Education: Bachelor's degree or equivalent in a relevant field.
  • Customer Focus: Passionate about customer support and committed to delivering exceptional service.
  • Communication Skills: Excellent written and verbal communication skills, with the ability to articulate complex information in a clear and concise manner.
  • Problem-Solving: Proven ability to manage multiple tasks, prioritize responsibilities, and make sound decisions under pressure.
  • Interpersonal Skills: Strong interpersonal skills, with the ability to build rapport with customers, colleagues, and stakeholders.
Preferred Qualifications
  • Industry Experience: Experience working in the banking or card payment industries.
  • Customer-Facing Experience: Prior experience in a customer-facing role, ideally in a support function.
  • Ticketing Platforms: Familiarity with Salesforce or other ticketing platforms.