What are the responsibilities and job description for the Consumer experience position at The Knot Worldwide?
ABOUT THE ROLE AND OUR TEAM : Are you obsessed with amazing customer service? Are you goal-oriented, self-driven and thrilled by the pursuit of making sure details are all in place?
Strong communication, attention to detail, and quick problem-solving skills are a must. RESPONSIBILITIES :
- Accurately, efficiently and professionally answer all incoming phone calls, emails, live chats and / or social media inquiries
- Have an understanding of the significance of providing great customer service and adhere to high standards at all times
- Maintain a high productivity level, after training, to best serve our customers in a timely fashion
- Experience selling to existing customers and ability to identify upsell opportunities, pitch products and close sales, is a huge plus
- Communicate thoroughly with customers, tech teams and other team members
- Problem-solve technical questions and issues that customers may have and work cross-departmentally to resolve them
- Assist difficult customers or situations with a calm and professional demeanor
- Continually learn new products and stay up to date with product releases to more accurately assist clients that contact us
- Using the templates on our website as a starting point, edit the designs to the customer's specifications and work one-on-one with the customer over email to finalize the design
- After print approval, prep files for printing
- Position may require working hours to align with multiple time-zones, depending on business need. SUCCESSFUL CUSTOMER EXPERIENCE REPS HAVE :
- Able to work in a fast-paced work environment
- Ability to multi-task and excellent time management skills
- Excellent verbal and written communication skills, including excellent grammar
- Accurately type and respond to a Customer on the phone at the same time
- Comfortable handling difficult clients or situations, keeping calm.
- Must be able to work independently
- Must have excellent computer skills (Word, Excel, PowerPoint, Gmail, Google Docs) and the ability to learn new systems quickly
- You have prior customer service experience; preferably with an online retailer or in the ecommerce industry
- You have worked in a cross-functional call center style environment
Last updated : 2024-11-21
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