Customer Specialist Jobs

Customer Engagement Specialist

The primary duty of the Customer Engagement Specialist is to interact with customers on a day-to-day basis. Considering this, communication skills are of primary importance to them. Using verbal and written communication skills, they are responsible for conveying messages to customers and feedback to respective teams.

One of the job responsibilities of the customer engagement specialist is to solve the customers’ problems. If the problem is out of their scope, they should navigate it to the respective teams. This makes it a prerequisite to have problem-solving skills.

Key Responsibilities

·Customer Ownership; Act as the main point of contact for customers with questions, requests or troubleshooting problems within Reamaze and phone calls

·Technical Support; Process incoming customer inquiries and questions via the telephone and electronic communications

·Conflict Resolution; Assist the customer directly by resolving the incident, redirecting the issue or escalating to the appropriate team

·Customer Documentation; Track all customer conversations to ensure customer requests are handled appropriately and in a timely manner. This involves communicating with internal teams as well as tagging and logging customers within other departments

·Customer Communication; Keep customers updated on the steps being taken to resolve their incident or service request

·Product Knowledge; Maintain an understanding of product knowledge and performance of existing and new features

·Employee Responsibility; Maintain department standards for KPIs

Education and Experience

·Strong Communication skills, both oral and written

·Detail Oriented; Strong organizational and time management skills

·Fluent in excel, google docs and collating spreadsheets of data

Desired Skills and abilities

·Energetic and self-motivated

·Strong interpersonal skills and ability to thrive in a fast-paced, team environment

·Ability to work independently and as part of a team

·Experience in apps like Reamaze to address customer inquiries

·Openness and willingness to learn

·A passion for interacting with customers and building the Manic Panic community

·Ability to attend work in office within New York City, hybrid or remote considered for the right individual