We are seeking dedicated and empathetic Customer Experience Associates to join our customer experience Team. In this role, you will be the first point of contact for Shuttlers’ customers reaching out through our dynamic digital channels, including Facebook, Instagram, Twitter, TikTok, Email, Live Chats, In-app Chats and our WhatsApp community. Your primary responsibility will be to ensure every customer interaction is a positive one by promptly resolving inquiries, managing issues, and providing clear, helpful information about our products and services, all within the Zoho and Hubspot CRM ecosystem.

Job Details

• Direct Customer Engagement: Actively monitor and respond to all incoming customer queries, comments, and direct messages (DMs) across our primary, social media and community channels (Facebook, Instagram, Twitter, TikTok, WhatsApp), Email, Live Chats, In-app Chats, and WhatsApp.
• Issue Resolution: Efficiently troubleshoot and resolve customer issues, aiming for first-contact resolution whenever possible. Provide accurate information and guide users through solutions with patience and clarity.
• Case Management: Log, manage, and track all customer interactions and cases meticulously within HubSpot and Zoho CRM, ensuring data accuracy and a clear record of communication.
• Escalation Management: Identify and escalate complex or unresolved issues to the appropriate internal teams or senior staff, ensuring a seamless handover and follow-up until the issue is fully resolved.
• Brand Representation: Serve as a brand ambassador by maintaining a professional, helpful, and friendly tone in all communications, reflecting Shuttlers’ commitment to excellent service.
• Feedback Collection: Proactively identify trends in customer inquiries and feedback, and report these insights to the team lead to help improve products, services, and the overall customer experience.

Requirements

• Minimum of 2 years of experience in customer support, product marketing or customer experience
• Proven experience in a customer service or technical support role.
• Exceptional written communication skills with the ability to maintain a consistent and professional tone.
• Strong problem-solving skills and the ability to think critically and act decisively under pressure.
• Experience using CRM software is highly preferred; direct experience with HubSpot and/or Zoho CRM is a major advantage.
• Deep familiarity with professional communication platforms like email, live chat software, major social media platforms (Facebook, Instagram, Twitter, TikTok) and messaging apps (WhatsApp).
• Ability to work independently and manage multiple inquiries simultaneously in a fast-paced environment.