Growing a company and a career takes exceptional people with a high level of curiosity and creativity. We work tirelessly to turn innovations into profitable revenue streams for our partners. Whether you're developing a custom solution, designing product launch strategy or creating a completely new product, your role at FutureWagon will require problem solving, top notch service and a desire to learn. Ready to see what a FutureWagon career looks like?
Customer Happiness Specialist / Community Manager
We are seeking enthusiastic people to join our team as Customer Happiness Specialists. In this role, you will be responsible for ensuring a positive customer experience by addressing customer inquiries, resolving issues promptly, and building strong relationships with our customers. We are looking for individuals who are passionate about delivering excellent customer service and are eager to take initiative to improve customer satisfaction through innovative ideas.
Key Responsibilities:
Customer Support:
+ Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
+ Address customer issues, complaints, and escalations with empathy and patience.
+ Provide product information, order status updates, and resolve any service-related issues.
Customer Relationship Management:
+ Build and maintain strong, long-lasting customer relationships.
+ Proactively engage with customers to understand their needs and preferences.
+ Follow up with customers to ensure their concerns are resolved and they are satisfied with their experience.
Order Management:
+ Assist customers with placing orders, processing returns, and refunds.
+ Coordinate with the operations team to ensure orders are fulfilled and shipped on time.
+ Monitor order statuses and proactively address any delays or issues.
Quality Assurance:
+ Monitor customer feedback and satisfaction levels.
+ Conduct customer satisfaction surveys and analyze results to identify areas for improvement.
+ Implement strategies to improve customer service and enhance the customer experience.
Customer Insights:
+ Gather and analyze customer feedback to understand trends and preferences.
+ Provide insights and recommendations to the management team based on customer data.
+ Collaborate with cross-functional teams to implement customer-centric solutions.
Initiative and Innovation:
+ Proactively bring new ideas to improve customer satisfaction and service quality.
+ Identify opportunities to enhance customer experience through innovative solutions.
+ Take ownership of customer issues and drive them to resolution with a focus on exceeding customer expectations.
Team Collaboration:
+ Work closely with other departments (such as Operations, Marketing, and Product Development) to resolve issues affecting customer satisfaction.
+ Coordinate and communicate effectively with internal teams to ensure timely resolution of customer concerns.
+ Advocate for the customer within the organization and champion initiatives that improve the overall customer experience.
Reporting:
+ Prepare regular reports on customer service metrics, including response times, resolution rates, and customer satisfaction scores.
+ Present findings and recommendations to management to support decision-making.
Qualifications:
Bachelor's or Master's degree in Business Administration, Marketing, Communications, or a related field.
Excellent verbal and written communication skills.
Strong problem-solving and decision-making abilities.
Empathetic and patient demeanour when dealing with customers.
Proficiency in using customer service software and CRM tools.
Ability to work in a fast-paced, team-oriented environment.