CX Advisor, Contact Center (Rotating Shifts)

Job description

Job Summary: Responsible for managing customer interactions across multiple channels, including calls, emails, social media, and chat, including those handled by Associate Customer Experience Advisors (ACXAs), as well as resolving more complex requests while working flexible schedules that may include late nights, weekends, rotating shifts, and on-call duties. Job Description: Answers incoming calls from customers and respond to interactions through written channels such as email, mail, chat, and social media, ensuring timely and accurate communication across all platforms. Provides positive customer experience by demonstrating empathy and understanding and assuring customers that their situation is fully owned until resolution. Negotiates account resolution with customers as appropriate, achieving mutually beneficial outcomes and maintaining customer satisfaction. Assists in identifying and developing creative solutions to address and reduce future customer complaints, supporting continuous improvement and enhancing overall customer experience. Strives for First Call Resolution and maintains a positive Voice of Customer (VOC) score, reflecting high-quality service and customer tru...