Customer Experience Task Specialist

Spreetail Inc.; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Spreetail is seeking a Channels Performance Specialist to manage and improve channel account health and customer experience metrics. The role requires strong organization, customer service process knowledge, and clear communication.

This is a remote position in the United States with a home-office setup. Responsibilities include improving task processes, monitoring SLA performance, and reporting on key success metrics.

Qualifications

• Strong organizational skills and ability to manage multiple priorities.
• Good knowledge of customer service processes and workflows.
• Effective communication with stakeholders and team members.
• Familiarity with Microsoft applications and basic Excel usage.

Responsibilities

• Manage the health of existing channel tasks and customer experience processes.
• Implement new processes to exceed future demands and improve speed to resolution.
• Communicate task health progress to leadership and coordinate with stakeholders.

Skills

Strong organizational skills

Customer service processes

Effective communication

Microsoft Office basics

Excel basics

Tools

Microsoft Excel

Job description

Spreetailpropels brands to increase their ecommerce market share across the globe while improving their operational costs. Learn how we are building one of the fastest-growing ecommerce companies in history:www.spreetail.com.

Spreetail is looking for Channels Performance Specialist who will be responsible for managing and exceeding channel account health performance metrics. We are looking for someone with strong organizational skills, who possesses strong knowledge of customer service processes and who communicates effectively.

How you will achieve success:

Responsible for managing the health of existing channel and customer experience task processes and implementing new processes to exceed the demands of tomorrow’s customer. Including but not limited to…

• Executing channel tasks to high quality, completion, training, and coaching team members to do the same
• Managing task coverage needs and team member task performance to achieve task SLA goals and workforce handle times
• Identifying and implementing efficiencies within task processes that improve speed to resolution, drive scalable growth, and reduce customer pain points.
• Evaluates the impact our task processes have on the overall business andreports critical success metrics that help us understand the health of the task besides SLA completion.
• Communicates withleadership task health progress and in-flight actions.

What experiences will help you in this role:

• Strong organizational skills, attention to detail, and ability to manage multiple, competing priorities simultaneously

• Action-oriented and persistence to drive solutions

• Communicates effectively (confidence, urgently, following up, aligning right stakeholders)

• Understands basics of major Microsoft applications and basic excel navigation (tables, pivots, trackers)

• Possesses strong knowledge of customer service processes

This is a remote position and requires candidates to have an available work-from-home setup

Desktop/Laptop system requirements:

- 4th generation or higher, at least Intel i3 or equivalent processor;

- at least 4GB RAM;

- Windows 10 and above or MAC OSX operating system

- You are required to provide your own dual monitors

A strong and stable internet connection (A DSL, cable or fiber wired internet service with 10 Mbps plan or higher for primary connection)

PC Headset

A high-definition (HD) external or integrated webcam with at least 720p resolution.

Please be aware of scammers.Spreetail will only contact you through Lever or the spreetail.com domain. Spreetail will never ask candidates for money during the recruitment process. Please reach out to [e-mail] directly if you have any concerns. Emails from @spreetailjobs.com are fraudulent.

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