Associate - Customer Experience - India - Shyft

Description

At Shyft, we combine lifestyle management solutions (Nutrition, Yoga, Exercise and more) with technology to help our customers track, reverse and manage chronic health conditions.

The product will have health tracking based on wearables & diagnostics, integrated with full stack wellness services like Yoga, Nutrition & Exercise, to provide high impact and fast recoveries to the customers. The platform will also solve for scaling a highly personalized journey with focused communities, one to one mapping to coaches, and commerce, to show high impact to the customers.

Know more about Shyft here -

About the Role

As a Customer Experience Associate, you will be responsible for ensuring a high-quality member experience and creating customer delight. You will be part of a mid-sized team and will work towards identifying, understanding, and resolving customer queries via chat support, email, and calls (if necessary). If you're a hustler with great communication skills with a customer-first mindset, this role is for you.

Responsibilities:

1. Be the first point of contact for members - identify, understand and resolve customer queries
2. Foster cross-functional relationships with internal stakeholders and devise methods for improvement of overall customer experience.
3. Work on process/workflow design to ensure root cause resolution of frequent customer queries.
4. Frequently interact with premium Shyft members to ensure a high-quality user experience and create customer delight.
5. Record and document all relevant user feedback.
6. Work in 5-hour shift either in the morning (7am to 12pm IST) or evening (4pm to 9pm IST) to ensure great customer support (6 days working | weekday off)
7. Own customer satisfaction targets and resolve all user queries within specified timelines.

Skills & Experience:

1. 6 months to 2 years of experience in customer service.
2. Excellent communication skills with expert-level fluency in English
3. Prior experience in managing customer support operations via chat in a fast-paced startup environment will be a bonus.
4. A highly driven self-starter, with very strong ownership of their work
5. Mindset to delight customers