Client Experience Representative
Union is looking for an enthusiastic, engaging and well-spoken Client Experience Representative to assist our company in expanding our client base. The CX Rep’s responsibilities will be tracking all points of client engagement, addressing client and customer inquiries, and identifying ways to improve our client and customer experiences.
To ensure success as a client experience representative, you should exhibit in-depth knowledge of the platform and the recommended products we present to our client base. A top-notch client experience representative will be someone whose expertise results in excellent client relationship management and a positive brand image.
- Tracking client and customer experiences across online and offline channels, devices and touchpoints.
- Collaborating with the developers, production, marketing, and sales teams to enhance customer services and brand awareness.
- Aligning client experience strategies with marketing initiatives - as well as informing customers of new product features and functionalities.
- Identify client needs and take proactive steps to maintain positive experiences.
- Responding to client and customer queries in a timely and effective manner, via live chat, phone or email.
- Analyzing client feedback on product ranges and new releases, as well as preparing reports.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues, as well as client and customer compliments and complaints.
- At least two years of experience as a client experience representative, or a similar customer support role.
- Extensive experience in gathering and interpreting client experience information.
- Solid knowledge of online client engagement platforms and channels (Zendesk, Intercom, Salesforce).
- Strong communication, interpersonal, teamworking, and a client-centered approach.
- Good time management and analytical skills.
- Good telephone etiquette and computer literacy skill.
- Superb communication, collaboration, and problem-solving skills.