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Customer Experience Specialist

2 meses atrás

Brasília, Distrito Federal, Brasil Aniksi Tempo inteiro

About Aniksi

Aniksi is a dynamic and customer-centric company dedicated to delivering exceptional services and fostering long-lasting relationships with our valued clients. As we continue to grow, we are seeking a talented and passionate Customer Support Agent to join our team and lead the charge in enhancing customer satisfaction, retention, and support.

Job Description:

As the Customer Support Agent, you will play a pivotal role in championing customer-centricity across the organization. Your primary focus will be on building strong relationships with customers, ensuring their needs are met, and maximizing their overall experience with our brand. In this influential position, you will be at the forefront of cultivating a positive and lasting impression of our company within the minds of our customers.

Key Responsibilities:

  • Customer Communication: Serve as the main point of contact for customers, responding to inquiries, addressing concerns, and providing timely and personalized assistance to ensure exceptional customer experiences.
  • Customer Retention: Develop and implement strategies to enhance customer loyalty and retention, proactively reaching out to customers to identify opportunities for upselling, cross-selling, or renewal of services.
  • Support and Troubleshooting: Collaborate closely with the support team to ensure that customer issues are promptly resolved, providing expert guidance in handling complex or escalated customer cases.
  • Customer Feedback and Insights: Gather, analyze, and leverage customer feedback to identify pain points and areas for improvement, using insights to develop action plans that enhance the overall customer experience.
  • Customer Onboarding: Oversee the smooth onboarding process for new customers, ensuring a seamless transition into our services and fostering a positive initial experience.
  • Relationship Building: Cultivate strong relationships with key customers, understanding their unique needs and challenges, and ensuring that our offerings align with their goals.
  • Performance Metrics: Develop and track key performance indicators (KPIs) related to customer satisfaction, retention, and support, presenting regular reports to management with actionable insights and progress updates.
  • Cross-Functional Collaboration: Collaborate with various departments, including Sales, Marketing, and Product, to align customer experience strategies with overall business objectives.
  • Customer Advocacy: Serve as a customer advocate within the company, bringing the voice of the customer to internal discussions and decisions.

Requirements:

  • Strong knowledge of the Portuguese language
  • Good knowledge of English
  • Proven experience in a customer-facing role, with a focus on customer experience, support, or success
  • Strong communication and interpersonal skills, with the ability to empathize and connect with customers effectively
  • Problem-solving and conflict resolution skills, capable of turning challenging situations into opportunities for positive outcomes
  • Analytical mindset with the ability to leverage data and metrics to drive decision-making
  • Excellent organizational skills and the ability to manage multiple tasks and priorities simultaneously
  • Familiarity with CRM software and customer support platforms
  • Passion for customer satisfaction and a commitment to delivering outstanding customer experiences