Customer Experience Advocate
3 weeks ago
About Us
Ragnar Events, a leading fitness event organizer, is seeking a highly skilled Customer Experience Advocate to join our team. As a key member of our support team, you will be the face of our company and play a crucial role in ensuring exceptional customer experiences across all touchpoints.
Job Description
The Customer Experience Advocate will work closely with customers via email, phone, and/or social media platforms to address their questions and concerns. Your primary goal will be to enhance the customer experience by providing timely and effective support, acting as a subject matter expert on our products and services, and identifying ways to improve their overall experience.
Responsibilities
-Customer Focused:
• Create exceptional brand experiences for customers across all touchpoints.
• Serve as a subject matter expert on all Ragnar Events products, services, and policies, and provide guidance and support to customers.
• Recognize the unique needs and expectations of our customers and create tailored touchpoints to meet their individual needs.
• Respond to customer queries and defuse situations in a timely and effective manner, via phone, email, social media, or chat applications, and follow up to ensure resolution.
• Keep informed and up-to-date on all Company products and events.
• Impact the company's bottom line by problem-solving and turning frustrated clients into repeat customers.
-Foster a Positive Work Environment:
• Build positive, sustainable relationships and trust with team members across the company through open and interactive communication.
• Be prepared to wear multiple hats while owning all customer service platforms.
• Collaborate effectively on projects with team members across the company (Marketing, Operations, Sales, and Finance) and external partners/vendors.
-Technology and Reporting:
• Conduct tests and inspections of products, services, or processes to evaluate quality or performance.
• Demonstrate expertise in all technologies used within the department.
• Be proficient in Microsoft Office Suite.
• Track and report customer service standards against goals.
• Meet established KPI and CSAT requirements.
Requirements
• Foster diversity, equality, and inclusion in the workplace.
• 1-2 years of experience in a customer-facing services role with problem resolution and escalation management.
• Solid knowledge of online customer engagement platforms and channels.
• Proficient in Microsoft Excel and other Microsoft Office Suite software.
• Excellent interpersonal and communication skills, both written and verbal.
• Critical thinking skills.
• A positive attitude and self-starter mindset with the ability to prioritize projects, work within short time frames, and meet deadlines.
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