Customer Experience Specialist I

Remote: United KingdomRemotemid

OtherCustomer Experience Specialist

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Quick Summary

Key Responsibilities

Monitor all customer-facing platforms (chat, email, phone, website contact form, etc) to resolve customer issues and conduct customer outreach as needed.

Technical Tools

OtherCustomer Experience Specialist

About Entrupy

Entrupy is a global technology company whose mission is to protect businesses, borders and consumers from transacting in counterfeit goods. Entrupy has developed a patented technology system which utilizes a combination of AI and computer vision to instantly identify and authenticate high value physical goods.

Entrupy’s solutions serve business customers including leading luxury brands, retailers, e-commerce marketplaces and online resellers in over 60 countries. Entrupy is growing quickly with team members based in the US, India, Japan and Brazil. Entrupy’s solutions in market:

● Entrupy Apparel Authentication

● Entrupy Bags & Leather Goods Authentication

● Entrupy Sneaker Authentication

● Entrupy Fingerprinting

We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.

Entrupy Inc. is seeking a full-time remote Customer Experience Agent. The Customer Experience Agent position is a salaried position. You will be trained on how to assist customers via phone, email, our in-app chat, and our CRM platform. This position also includes conducting in-person customer trainings through Google Meet, where you walk the customer through how to use the device and go over FAQs. You will be responsible for meeting and exceeding SLA’s through quality and efficient processing.

Responsibilities

~1 min read

→Monitor all customer-facing platforms (chat, email, phone, website contact form, etc) to resolve customer issues and conduct customer outreach as needed.
→Maintain high operational standards by consistently achieving target performance metrics across First Response Time, QA quality scores, CSAT, and Full Resolution Time.
→Work closely with the authentication operations teams to provide support for timely and accurate result delivery.
→Collaborate with internal stakeholders, such as Sales, Billing, Product, and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner.
→Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations
→Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience.
→Monitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value
→Create and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves
→Represent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience.

Proficient in Italian and French
At least 3 years of experience in customer support.
Time management skills in prioritizing daily tasks
Detail-oriented with strong organizational skills
Strong oral and written communication skills with empathy and problem-solving mindset
Ability to work in a fast-paced environment
Tech-savvy and solutions-oriented
Effectively communicate technical concepts to audiences of varying technical ability
Experience in B2B SaaS Customer Support is a plus
Desired Language Support: