As a Customer Experience Specialist, you will be responsible for serving our gift recipients across all support channels and providing superb experience. We're talking about the kind of legendary service that earns awards, news coverage, goes viral and most importantly makes people happy!

The role primarily involves communicating with customers either via email, live chat, phone, social media or random acts of kindness in relation to their gifts.

In this role you will act on behalf of Snappy to spread happiness, so it is paramount that you live and breathe the company values and technology and always act in a professional manner, using language that aligns with that of the company.

What will you be doing?

- Managing a large number of incoming emails and calls

- Ensure customer requirements are met with consistently high quality of service

- Delegating certain customer enquiries to specific teams

- Ensure that each support issue and resolution is adequately documented

- Engage appropriate internal resources to resolve technical and operational issues and update our customers on progress toward resolution

- Identify the need for new product features or enhancements to existing ones based on customers feedback

Qualifications:

- A bachelor’s degree is required. Must have 5 or more years of experience as a service desk/help desk agent/manager or equivalent work experience. 

- Need experience with and a strong commitment to rigorous, quality-driven process methods. Must have strong interpersonal written and oral communication skills.

- Must have demonstrated the ability to provide consistent, high quality responsiveness and overall service to clients. 

- Escalate all issues or trends to management for resolutions and prepare reports for all projects and maintain and update customers outstanding inquires or issues.

- Start-up experience is a plus

Must enjoy a fast paced and dynamic startup atmosphere!