Customer Experience Specialist
2d ago
source : Shine

Job Description

Download the UrbanClap app on your phone and understand the platform before reading further.

As a customer experience specialist , you are responsible for ensuring that UrbanClap s customers have a phenomenal experience.

Hence , this role goes much beyond being a simple call center agent. You will be expected to interact with customers to understand their needs , and find them the right service provider for completion of personal projects.

Additionally , you will be expected to build a relationship with the customer and push them for conversion. Bottom line , make our customers love us!

Job responsibilities

Contact our customers who have put in requests on UrbanClap

Understand their needs and pick up on additional or missing details

Respond to questions

Identify and overcome objections

Take the customer through the sales process

Obtain customer information

Ensure customers get enough number of quotations from providers

Follow up regularly to ensure lead conversion

Maintain customer / potential customer data bases

Complete records of telephonic interactions , orders and accounts

Get ratings and reviews from the customer for providers

Regularly update the Business Development with customer - provider issues

Provide email , chat and facebook support to customers


Excellent English reading and writing skills - we have tasks for intermediate to very advanced levels of English

Superior grammar and punctuation knowledge

Email & Chat Support experience (Desired Skills)

Fast and accurate typing skills

High attention to detail

Customer - service mindset

Ability to follow complicated guidelines and instructions

Strong interpersonal , time management , and problem solving skills

Positive , happy attitude and a strong work ethic - honesty is very important

Compensation and benefits

Best in industry compensation

Healthcare benefits

A very open , young and positive work environment , where everyone treats each other as family,

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