Customer Experience Specialist

Customer Experience Specialist

Castlery is looking for a Customer Experience Specialist to join our Customer Experience Department.

The Customer Experience (CX) team bridges every touchpoint between company and the customer, whether its through a physical store, an online shopping cart or any other touch point where one interacts with Castlery. Our role is to ensure that customer experience is engaging, efficient, and effective to continuously drive towards long-lasting customer satisfaction and loyalty, creating promoters in our community for business sustainability.

As a Specialist, youre highly skilled at uncovering customers needs and showcasing our offerings in a compelling way. You will be the first person who guides our customers advising, selling and processing their orders. Always curious, you stay on top of all products and marketing initiatives, as well as design trends, ready to apply your knowledge in customer interactions. Youre natural in problem solving, demonstrating ownership in addressing customers concerns and achieving customer satisfaction through service.

This role suits individual with sales and/or customer experience background and enjoys a role with plenty of customer interactions. If you have a love of connecting with people and providing great customer service coupled with an interest in contributing directly to the bottom line of a multi-million-dollar organization, this is the position for you

What you will be doing:

• Provide an omnichannel experience e.g email, chats, Whats-App, social media, calls with a comprehensive understanding of our products and services
• Personalise and engage customers effectively to drive customer satisfaction
• Assist customer on enquiries and issues efficiently to mitigate detractors
• Ensuring service standards are met e.g CSAT, Quality Assurance (QA), Response time and Resolution time

What youll need:

• Fluent English with excellent communication skills, both written and verbal
• At least 2 Years of working experience in the related field is required for this position
• Ability to determine customer needs and quickly build rapport with customers
• Ability to empathize with and prioritize customer needs, provide appropriate solutions and setting expectations with customers.
• Exude patience and ownership with each customer
• Able to solve problems by thinking analytically and creatively
• Excellent communication, interpersonal and organisational skills
• Self-starter, resourceful and tenacious
• Team player, working collaboratively within and across teams
• Experience working with Zendesk and/or a similar ticketing system is highly advantageous.

What we promise:

Our first promise - the ride of a lifetime

You will be joining the company in its most exciting phase, where we have proven our product market fit. With the growing online penetration of furniture, we will scale from 1 to 100. You will witness the rapid scaling of our customers and organization.

The second promise - a good place to work

We are building a company that puts people as the companys core strategy for success. Its our mandate to make every employee perform to their highest potential so that they can do the very best work of their lives here, in Company.

We deeply value the employees growth, ensuring a good onboarding experience, building career development, clarity on the company strategy and everyones contribution to the bigger picture

Create a supportive, transparent and flexible work environment to enable our people to be highly productive and creative

Design and provide effective technical, managerial, culture and leadership training programs to help our people learn and grow

Salary range 3k 4.5k

Minimum 2 years of Customer Experience experience (Calls, email and live chat)

Willing to work night shift (9pm 7am) or 5am to 2pm

5 days per week (can include weekends)

We provide the following as benefits

• 200 rm per year for health / medical
• 500 rm per year for L&D
• 25% quarterly bonus (every 3 months) (Variable)
• 100 rm monthly for transportation (fixed)