Customer Experience Advisor

Job Description

Customer Experience Advisor

Role Description

The Customer Experience Advisor serves as the primary point of contact for customers calling regarding questions, concerns, account inquiries, service requests and general support needs. This role provides exceptional customer service through professional, timely, and accurate handling of a high volume of inbound calls.

Responsibilities:

• Communicate clearly, professionally, and courteously with customers via phone and other supported communication channels.
• Manage a high volume of inbound calls while maintaining excellent customer experience standards.
• Listen actively to understand customer concerns and provide appropriate resolutions.
• Utilize Customer Relationship Management (CRM) systems and other internal tools to manage customer interactions.
• Accurately record customer information, inquiries, actions taken, and outcomes in company databases.
• Meet established service level agreements (SLAs), quality metrics, attendance requirements, and customer satisfaction goals.
• Research customer issues and provide solutions using available resources and knowledge bases.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Qualifications:

• High School Diploma or equivalent required; associate or bachelor's degree preferred.
• Excellent verbal and written communication skills in English.
• Job stability
• Demonstrated ability to manage a high volume of calls while maintaining service quality.
• Strong customer service orientation and commitment to customer satisfaction.
• Ability to multitask, navigate multiple systems, and document interactions simultaneously.
• Basic proficiency with Microsoft Office applications and general computer skills.