Little Words Project is seeking to hire a Customer Experience Coordinator responsible for responding to customer service inquiries through various channels. The ideal CX Coordinator has knowledge of and experience with complex customer inquiries. We're seeking a quick learner with a customer-first, service-oriented mindset - someone with a background in customer service. The role requires someone with a sharp mind and an ability to work quickly, excellent communication skills, and patience.
Responsibilities
- Ensure that LWP customers have a positive experience and are satisfied with the products or services they receive.
- Respond to customer inquiries via telephone, email, and live chat
- Handle complex customer service situations
- Providing transparency for the customer and they know what to expect
- Build relationships with customers that help to retain customers and reduce customer complaints.
- Identify areas for improvement and achieve set key performance indicators
- Collaborate with CX Director to develop action plans
- Coordinating with other departments to ensure a positive customer experience
- Track customer feedback
- Analyzing data to identify trends and insights
Qualifications
- Past work experience as a CX representative or similar role
- Experience with CX systems (such as Gorgias, Loop, Shopify, etc.)
- Driven and hard-working
- Ability to take direction and multi-task
- Effectively manage time and prioritize tasks.
- Ability to think on feet and make quick decisions.
- Ability to de-escalate and resolve conflict
- Excellent communication skills
- Passion for learning, sharing LWP's core values, including positivity and kindness
- Flexibility to shift schedule and work overtime as needed by the business unit
- Hours for this position are Monday - Friday 2pm-10pm