Customer Experience Specialist

A dedicated Customer Experience Specialist to serve as the primary point of contact for our global clientele. In this role, Specialist will ensure customers receive world-class assistance, guiding them through our product ecosystem and resolving technical or procedural inquiries with precision and empathy. Responsibilities: • Deliver efficient, professional, and courteous service across chat, email, and phone, aiming for First Contact Resolution (FCR) • Expertly assist customers in navigating ShipServ’s products and services to ensure they maximize the platform's value • Resolve complex customer queries by following established guidelines and collaborating with internal teams • Liaise with other departments to address evolving customer needs and provide seamless end-to-end support • Proactively monitor for system abnormalities and escalate technical issues according to company protocols • Maintain high standards of business writing and professional phone etiquette in all interactions • Maintain accurate records of customer interactions within CRM tools (SalesForce/HubSpot) to identify recurring trends and improve service delivery • Contribute to the development of internal knowledge bases or "Frequently Asked Questions" (FAQs) to empower customers with self-service options