Junior CX Analyst

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Vissimo Co

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2021

crafting fresh & classic italian cuisine

📋 Description

• Assist our customers by phone, email, or chat, ensuring they have the best possible experience as the point of contact for Evino and Grand Cru customers; • Tirelessly seek solutions to customer problems with agility and empathy; • Consult and use reference materials and service process documentation in the available systems; • Create and generate insights for the Customer Experience team to continuously improve our service; • Interact with and enrich our service systems with data, such as using response macros, internal notes, and ticket categorization; • Monitor metrics such as TMA, TME, TMR, %Abandonment, %CSAT, %FCR, etc., to drive daily performance improvements.

🎯 Requirements

• Be organized, proactive, and energetic; • Have a sense of ownership to work autonomously, while enjoying collaborative teamwork; • Enjoy working with people and have excellent interpersonal skills; • Be motivated to get things done; • Have strong communication skills; • Have basic knowledge of systems such as the Microsoft Office suite; • Basic knowledge of service metrics: TMA, TME, TMR, %Abandonment, %CSAT, %FCR, etc.; • Basic familiarity with customer service platforms such as Zendesk, Zoopim, 55Pbx, or Twilio; • Have the drive to treat the customer’s problem as our own.

🏖️ Benefits

• Meal voucher / Food allowance • Medical and dental insurance • Pharmacy benefit program • Pet insurance • Wellhub • Birthday day off • Discount at Wine Locals • Creditas • Discount club for Evino and Grand Cru products.