Customer Experience Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Develop and uphold a comprehensive understanding of all Aviron products, support channels, and company policies and terms.

• Act as the initial point of contact for customer inquiries via live chat, phone, email, and social media.

• Address customer concerns with empathy, clarity, and efficiency.

• Escalate or direct technical issues to the Tech Support team when necessary.

• Process orders, cancellations, returns, and verify customer account details as required.

• Submit and oversee shipping claims and delivery-related escalations.

• Recognize recurring customer issues, gaps, or inefficiencies.

• Provide feedback to enhance support processes, tools, and the overall customer experience.

• Educate potential members on Aviron hardware and software capabilities through live video product demonstrations.

• Assist with cross-functional and ad hoc projects as required.

⛳️ Requirements

• Over 1 year of experience in customer service, customer support, or a similar role.

• Exceptional written and verbal communication abilities in English, including comfort with live video calls for North American customers.

• Capability to efficiently manage time, multitask, and adjust priorities in a high-volume, fast-paced environment.

• Strong typing speed and accuracy, particularly in live chat settings.

• Analytical and logical mindset towards problem-solving.

• Experience with CRM systems.

• Familiarity with NetSuite is advantageous.

• College diploma or university degree preferred, although equivalent experience will be taken into account.

• Must possess a private, quiet workspace suitable for customer calls and video demonstrations.

• Reliable high-speed home internet is required, along with a backup connection such as mobile data.

• A plan for managing power interruptions, such as a UPS or backup power source, is necessary.

• Must be able to consistently work the overnight Philippine schedule.

• This role must be located within the Philippines.

🏝️ Benefits

• Two weeks of paid vacation.

• Sick leave and personal days.

• Health benefits.

• Paid CAD holidays.

• Computer and headset provided.

• $25/month for internet expenses.

• Private, quiet workspace suitable for customer calls and video demonstrations.

• Reliable high-speed home internet, with a backup connection such as mobile data.

• A plan for power interruptions, such as a UPS or backup power source.

• Opportunities for personal and professional development.

• Extensive support and resources, including a budget, to accomplish tasks.