Customer Experience Specialist

Customer Experience Specialist
Joomag AM, LLC , Armenia

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Sep 12, 2021
Last Date
Dec 12, 2021
Location(s)

Job Description

Joomag’s work culture thrives on open communication and the exchange of ideas. Our team members are not only identified by their high level of professionalism, but also by our passion and enthusiasm towards improvement. Getting results and being effective are crucial; we dream big and work smarter every day.

Our Customer Service Department has a significant impact on the success of the business, as it creates an image of Joomag and a lasting impression in the eyes of our customers. That is why both teams of the department (Customer Care, Customer Success) targets designing successful long-term relationships with our customers and putting their wishes at the center of operations.

Now we welcome talented Customer Experience Specialist to provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

Requirements

Performance objectives

1. The first objective is to assure an ideal customer experience: this means you are genuinely excited to help customers while responding to a wide array of questions mainly via live chat and emails. Proven experience in any kind of Customer Service matters, however, what we value more is:

  • Being highly fluent in English besides just loving to speak English, you are also very good at writing in it. You will communicate and build sustainable relationships with English-speaking customers worldwide (knowledge of another UN official language, specifically Spanish, would be very welcomed). The main channels of communication are calls, product demos, emails, and live chat.
  • Being customer-oriented: you will act as a liaison providing product information to our customers in an accurate way truly understanding that customer feedback is priceless.
  • Being a problem-solver: this is critical as none of the customers are contacting you to have a nice chat. They are contacting you because they have a problem and you take the responsibility to get/give information, clarify, analyze, ensure understanding, and get active.
  • Being able to listen to others: you will periodically face the challenge to adapt to different types of characters and personalities, put yourself in our customers’ shoes and advocate for them.
  • Being flexible: we expect you to be agile and quick, as you’ll get a wide range of different inquiries (technical, billing amp; sales), arrange them, collect relevant information, and reply within the scope of our goals and objectives.
  • Being tech-savvy: here’s the list of technological tools you will directly use in your work: Intercom, Atlassian, Adobe Acrobat, Adobe InDesign, LogMeIn Rescue, etc. You will start your job with an onboarding program and several mentor shadow sessions aimed to show and teach you everything, however being at least enthusiastic to become savvy with technology is a must.

2. The second objective is to "Work Like a Team, Live Like a Family.

We spend a lot of time together. As a result, we’ve come to know each other as a family. We take care of our own, celebrate success, learn through failure, and respect each other regardless of our different viewpoints. So, you’ll need to:

  • Demonstrate reliability do your fair share of work hard and meet milestones. Consistency is key!
  • Be a team player: we achieve total synergy through our work. Thus, you are expected to find ways to work together with different departments (specifically Marketing and Customer Care) in order to solve problems.
  • Share openly and willingly: beyond discussions amp; meetings, everyone at Joomag feels comfortable talking to one another and sharing their opinions. It is essential that you remain willing to share your knowledge and unique experiences so that other team members can stay informed and engaged.


Final notes:

  • The working schedule is as follows: Monday to Friday, one working week: from 9 AM to 6 PM, another one: from 6 PM to 3 AM (both shifts are mandatory, we provide safe transportation for night shift)
  • Joomag’s Armenia office is located on Saryan Street
  • All working relationships are systemized by Armenian Labour Law.

Benefits

Why join Joomag?

  • Joomag’s perks and benefits: http://www.joom.ag/info/benefits
  • Startup Grind hosts Joomag CEO, Ruben Vardanyan: www.joom.ag/info/ruben-vardanyan
  • Joomagers talk: www.joom.ag/info/joomagers-talk


Hiring stages

The full hiring cycle can take up to 3.5 weeks. You will receive feedback throughout the entire process to ensure you are always updated.

1. Testing: lasts 30mins. You will be invited to take an online test (case-based situational questions). At this stage, we aim to measure your English writing skills and customer orientation.

2. HR Interview: lasts ~60mins. You will meet with a representative from the HR team. We will introduce the company, share insights about the role, and review your career goals amp; plans. Knowledge amp; experience-based questions will be asked in order to assess your sales amp; personal skills.

3. Professional interview: lasts ~30 mins. You will be invited to the second interview with our Customer Care Team Lead - Ani Stepanyan. During the interview, you’ll dig deeper into a customer experience specialist’s job profile at Joomag and discuss some professional topics.

4. Product training: you will be contacted and invited to participate in product training which is divided into three stages: 1) the initial Joomag product training session 2) a Question and Answer session 3) exam day. After clearing the HR interview, you will be given additional information.

5. Team interview: lasts ~30mins, a friendly meeting with a few Joomagers. For us, this is a casual conversation about your likes, dislikes, values, approaches, hobbies, and interests. For you, it is an excellent opportunity to ask any questions you may have regarding your employment at Joomag.

Job Specification

Joomag AM, LLC

Information Technology and Services - Yerevan, Armenia