Comfort Works is looking for an enthusiastic and dedicated customer experience officer to enhance our customer experiences for the Western market. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
To ensure success as a customer experience officer, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.
Comfort Works is dedicated to helping all our employees grow into the best version of themselves. As such, our customer experience officers are given exposure to several different fields that they’d be able to grow into after two years.
- Customer Experience Lead.
- Digital Marketing.
- Growth Marketing.
- Product Management.
What you’ll be doing:
- Tracking customer experiences across online and offline channels (ie. phone calls), devices, and touchpoints.
- Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
- Keeping informed of industry trends and new CRM technologies.
We LOVE to work with these qualities (and we promise that you’ll meet like-minded souls here):
- Fluent in English.
- At least 2 years' experience as a customer experience specialist, or a similar customer support role.
- Extensive experience in gathering and interpreting customer experience information.
- Familiar with G-Suite.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
How Comfort Works differ from the rest:
- A full-time role without night shift, with the flexibility to work from home two days a week
- A supportive and collaborative team to work with on achieving shared goals
- A global audience while working alongside international teammates from Japan, Germany, Venezuela, Australia etc.
- Opportunities to grow not just in this role, but inside the business along with constant cross department collaboration that you can learn from: UI/UX, product development, digital marketing, and more
- A leadership team who makes it their duty to serve their team, awhile giving you the space and ability to create your own path inside the business
- Comfort Work’s mission to rejuvenate the world’s tired homes (we are ridiculously determined to save people from ugly living spaces)
- 5-star reviews on Google, Houzz, Reviews.io and Trustpilot (your job to upkeep this!)
About Comfort Works:
Comfort Works aims to breathe new life into all of the world’s living space; we do it by creating beautiful, handmade slipcovers that rejuvenate old and tired sofas. Tens of thousands of customers around the globe use our slipcovers to amplify their delight towards their homes. It’s our mission not to just refresh their living space, but to make them fall back in love with it. If this mission speaks to you, join our team today.
