Customer Experience Specialist -India

We (freelancer.com) have an exciting opportunity for an experienced Cusomter Experience Specialist to join our team and be part of this amazing project during an amazing growth period. Responsibilities: Communicate with customers, and liaise their service requests to our professional teams to drive the best course of action for their resolution Proactively engage with customers and facilitate their service requests by updating on their service request status through KCI Use different communication tools to enhance customer experience Collaborate with other team members and departments to generate greater knowledge and contribute to an enhanced customer experience Build up your customer service skills and develop your professional expertise Execute and take ownership of the end-to-end experience or “journey” of customers Demonstrated proficiency in multi-channel support (primarily written communication via email, phone) to customers throughout every stage of their journey Set clear expectations for customers about their cases, troubleshoot (if any) service issues; and document pertinent information to ensure continuity of care throughout till case closure, inform those that require escalation to the Escalation Manager for input/feedback. Define a complete road map for scoring high NPS for the business, ideate the complete strategy, implement and deliver NPS above other partners Work deeply with relevant stakeholders and lead the projects to the targeted sNPS scores Identifying customer needs and taking proactive steps to maintain positive experiences by aligning process improvements and redefining of the existing processes Evaluating customer feedback, documenting both customer compliments and complaints. Requirements: Excellent customer service instincts; prioritizes and champions customer delight Knowledge and proficiency in Google Workspace Excellent written and verbal communication skills and ability to adjust written and verbal communication to fit a variety of situations, audiences Track record of success working remotely but a team player to deliver high-quality customer experiences and achieve key performance metrics Track record of getting a variety of things done with both speed and accuracy; extremely high attention to detail, even when pivoting among multiple channels and tasks Ability to work under pressure & ability to flex working hours in order to meet business objectives Organized and methodical with problem-solving ability Exceptional courtesy, patience, and an overall “people person” Excellent interpersonal skills and customer-centric approach to establish rapport, credibility, and relationships with customers & stakeholders