Customer Experience Associate

DUTIES / RESPONSIBILITIES

• Respond to customer inquiries through phone, email, social media, chat, and other communication channels.
• Handle customer complaints and provide timely and effective resolutions.
• Process returns, refunds, exchanges, and order-related concerns accurately.
• Ensure high levels of customer satisfaction by delivering professional and courteous service.
• Coordinate with internal departments such as Sales, Operations, Logistics, and Marketing to address customer concerns effectively.
• Collect and analyze customer feedback and recommend improvements to products, services, and processes.
• Monitor response times, customer satisfaction ratings, and service quality metrics.
• Maintain accurate records of customer interactions and transactions.
• Build strong customer relationships and promote customer retention and loyalty.
• Assist in creating and updating customer service procedures and knowledge base materials when necessary.

• QUALIFICATIONS
•  Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field.
• At least 1–2 years of experience in customer service, customer support, or customer experience roles is preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Customer-focused mindset with a positive and professional attitude.
• Ability to multitask and manage multiple customer concerns simultaneously.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Experience with CRM systems, customer support platforms, or helpdesk software is an advantage.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a team environment.