Customer Experience Advisor

We are looking for an ambitious and professional Customer Experience Agent to join our team in India. This is an exciting and busy role where you will be the first point of contact for the professionals and customers who contact Bark for support. In this role, you will be the voice and face of Bark, expertly guiding our customers through the platform, ensuring they get the most out of their profile, and helping our professionals to build their businesses. You will be a dynamic problem solver who is able to juggle multiple priorities, whilst delivering an outstanding, next-level service.

Our professionals rely on our customer service as we aim to partner with them to help ensure their success is our success. As part of this role, you will also have the opportunity to earn a commission, on top of your base salary, by converting warm leads through upsell opportunities. You will become the voice of the customer internally, as you champion their issues through sharing feedback and ideas you receive in your unique position at the forefront of the action.

Responsibilities:

• Act as the first point of contact for our professionals and customers in Australia, New Zealand, the UK, the US and Global Emails.
• Handle inbound and outbound queries via phone, email, and chat from our valued professionals, ensuring each communication is positive, empathetic and solution-oriented.
• Utilise the Zendesk ticketing system to reply to customer emails and manage support tickets.
• Handle unresolved questions and escalate issues when necessary.
• Be a product and customer expert, assisting new and existing professionals with any queries that they may have.
• Talk with prospective professionals, discussing the various benefits of Bark and how we can help them grow their business.
• Solve technical issues and support the development of our platform and products by providing vital feedback to the broader business.
• Work in line with performance metrics of the Global Customer Experience: Productivity and Quality of interactions, along with CSAT and Online Time.

Requirements:

• Minimum 1 year of experience in a customer-facing/sales role supporting international customers via phone and email.
• Experience with customer service software is a plus; we use Zendesk.
• Have outstanding written and verbal communication skills in English, with attention to detail, and the ability to write confidently and accurately.
• Ability to build strong rapport quickly and confidently with customers.
• A driven self-starter, self-motivated with a great work ethic.
• Confident in handling diverse queries, able to easily adapt to any given situation.
• The ability to handle conflicts diplomatically and find resolutions that satisfy both the customer and the bank.
• Ability to multitask and appropriately prioritise, handling multiple email enquiries, calls and admin.
• Exceptional attention to detail and follow-through.