Under the direct supervision of the Director of Customer Operations, Customer Service Coordinators are the front line of support for user; helping ensure that customers are satisfied with PEX’s products, services, and features. They are responsible for providing excellent customer service with the ultimate goal of improving the user’s understanding of the product and overall experience. This includes but is not limited to explaining how PEX’s technology and new features work, promptly resolving client inquiries, troubleshooting issues in real time, suggesting information about other products and services, and escalating client feedback to the appropriate teams when necessary.
Essential Responsibilities
Effectively resolve customer inquiries in a considerate and timely manner maintaining SLAs
Prioritize incoming requests while identifying trends in customer issues and feedback to flag for the rest of the team
Provide assistance to clients via email, phone, and video call as needed
Update and maintain a digital knowledge base to ensure the ongoing learning and successes of your team and the company
Partner with various departments within PEX to support team and company wide goals
Maintains user confidence and protects PEX by keeping information confidential
Keep accurate records and document customer service actions and discussions
Required Skills & Qualification
BA/BS degree or equivalent
Passionate about customer support and about the role it plays in making a customer-centric team successful
Strong customer focus and decision-making skills
Proven ability to manage multiple tasks while maintaining focus on primary responsibility
Excellent interpersonal, communication (written and verbal), and problem-solving skills
Empathy, tact, and poise under pressure when working through customer issues
Preferred Skills & Qualification
Experience working in banking or card payment industries
Prior experience in a customer facing role, ideally in a support function
Experience with Salesforce or other ticketing platforms
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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