Customer Experience Ambassador
2 weeks ago
**About Blacklane**
We're a leading provider of premium global chauffeur services, aiming to create true peace of mind for discerning travellers worldwide.
Job Description:- As a Customer Care Operations Specialist, you'll be the face and voice of our company, delivering exceptional customer service by embodying our core values in every interaction with guests and chauffeurs globally.
- You'll play a key role in resolving customer queries efficiently, maintaining a consistent and professional brand tone and voice across multiple communication channels.
- Your primary goal will be to de-escalate difficult situations, building trust with customers while ensuring a smooth experience in a fast-paced environment.
- Customer Service & Representation: Serve as an ambassador for the company, providing high-quality service that reflects our premium brand and service proposition.
- Handle a wide range of customer and chauffeur queries using in-depth knowledge of company policies and procedures.
- Utilize multiple communication channels (phone, email, and live chat) to resolve queries while maintaining a consistent and professional brand tone and voice.
- Problem Solving & Escalation Management: Address and resolve customer concerns efficiently, applying relationship and trust-building skills to de-escalate difficult situations.
- Aim for the best possible outcome for both the guest and the company, balancing customer satisfaction with operational objectives.
- Service Levels & Efficiency: Stay mindful of service level agreements (SLAs) and ensure that all incoming queries are addressed promptly and efficiently.
- Contribute to proactive tasks, such as verifying flight numbers, reviewing extra distance and wait time to enhance the customer experience.
- Team Collaboration & Improvement Initiatives: Promote an open feedback culture, encouraging the exchange of ideas and suggestions to improve both individual and team performance.
- Actively contribute to the development of the company's products and services by providing accurate categorization and insights on customer interactions.
- Proactive Service Improvement: Look for ways to enhance the customer experience by offering proactive support and identifying areas for service improvements.
- Contribute ideas for refining customer service processes and identifying best practices that elevate overall service quality.
- Quality Focus & Continuous Learning: Maintain a strong focus on delivering a high-quality customer experience in every interaction.
- Continuously seek opportunities for personal skill development, especially in areas that impact customer service quality and efficiency.
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