Customer Experience Representative

We are looking for an experienced and customer-focused Customer Experience Representative to support a U.S.-based account through primarily voice-based customer service, along with email and ticket support.

The ideal candidate has previous experience supporting U.S.-based customers, is confident communicating over the phone, and has experience using Zendesk or a similar customer support platform.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Assist U.S.-based customers with inquiries, concerns, and service-related requests.
• Provide support regarding orders, deliveries, account concerns, payments, and other customer-related matters.
• Assist with order status, order changes, delivery questions, missing or incorrect items, and related concerns.
• Create, update, track, and resolve customer support tickets using Zendesk.
• Maintain accurate documentation of customer interactions, actions taken, and resolutions.
• Follow up on open or unresolved customer concerns to ensure timely resolution.
• Coordinate with internal teams when additional assistance or escalation is required.
• Handle difficult or escalated customer interactions professionally and work toward an appropriate resolution.
• Follow established customer service processes, workflows, and escalation procedures.
• Meet performance expectations for call quality, productivity, response time, resolution time, and customer satisfaction.
• Maintain professionalism, empathy, accuracy, and ownership throughout every customer interaction.

Qualifications

• Previous Customer Service or Customer Experience experience supporting U.S.-based customers/accounts.
• Strong experience handling a voice account and communicating with customers over the phone.
• Experience using Zendesk is highly preferred.
• Excellent spoken and written English communication skills.
• Strong active listening, problem-solving, and customer-handling skills.
• Comfortable handling a high volume of calls and customer concerns.
• Ability to handle difficult or escalated customer interactions professionally.
• Strong attention to detail and accurate documentation skills.
• Comfortable navigating multiple systems and learning new platforms.
• Ability to work effectively in a fast-paced and customer-focused environment.
• Willing and able to work hours aligned with U.S. business hours/time zones.