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