المسمى الوظيفي

About the Role

We are looking for a meticulous and customer-centric Customer Experience Specialist to assist with the launch of a new product. This role focuses on execution, ideal for individuals who excel at resolving customer issues, following structured guidelines, and thriving in a fast-moving environment. The chosen candidate will handle customer inquiries, process requests with precision, ensure adherence to company policies, and collaborate with internal teams to ensure a smooth customer experience.

Working Hours

Monday to Wednesday: 6 am to 3 pm PT (27 hours/week)
Monday to Wednesday: 3 pm to 12 am PT (27 hours/week)
Thursday to Sunday: 6 am to 3 pm PT (36 hours/week)

Key Responsibilities

Respond promptly and professionally to customer communications through email and SMS.
Assess customer requests and determine refund eligibility based on company policies.
Verify order details to ensure accuracy before processing any requests.
Prepare and submit approval requests for situations needing extra review.
Monitor case progress until resolution, ensuring detailed documentation and proper closure.
Complete daily operational reports and required forms accurately.
Escalate complex, high-risk, or exceptions cases to appropriate teams.
Maintain professional and transparent communication with customers during issue resolution.
Identify and report trends from recurring customer issues to team leadership for process improvements.
Adhere to established service level agreements (SLAs) and operational procedures to meet quality and timeliness expectations.
Contribute to the successful execution of the new product pilot by delivering consistent, high-quality customer service.

Required Qualifications

Experience in customer support, customer service, or related fields.
Strong written communication abilities.
High attention to detail and accuracy.
Capability to operate within structured policies and guidelines.
Good judgment to determine when to escalate issues.
Proficiency with Google Workspace (Docs, Sheets, Gmail) and email systems.
Ability to juggle multiple priorities in a fast-paced setting.
Willingness to work evening and weekend shifts as assigned.

Preferred Qualifications

Bachelor’s degree completed or in progress.
Over one year of experience in Customer Support, Operations, Business Development, Sales, Consulting, Strategy, Technology, Banking, Analytics, or in startup environments.
Experience collaborating with external partners or customers.
Adaptability to changing processes in a dynamic workplace.
Strong problem-solving and organizational capabilities.

Equal Employment Opportunity Statement

Compunnel Inc. is dedicated to creating an inclusive, diverse, and equitable workplace. All qualified individuals will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, citizenship, age, disability, veteran status, marital status, genetic information, or any other legally protected status. As a global workforce solutions provider, Compunnel values diversity in thought, experience, and background, believing it enhances innovation and client success.

Customer Experience Specialist