Customer Experience Specialist

Summary

Join CookUnity, a chef-to-you marketplace, as a Customer Experience Specialist! This role focuses on providing outstanding customer support, addressing inquiries, resolving issues, and ensuring customer satisfaction. You will handle inbound requests via email and chat, addressing time-sensitive matters and escalating critical cases. The position requires 3+ years of experience in customer support and excellent communication skills. A hybrid work model is offered, with a schedule including evenings and weekends. CookUnity offers competitive benefits, including paid USD salary, generous vacation time, family leave, compassionate leave, and a personalized English coach.

Requirements

• You have at least 3+ years of experience handling inbound customer issue resolution using email, phone, and/or chat
• You have an outstanding level of English (oral and written) and effective communication skills
• You are customer centric and love helping people
• You are very organized, even under pressure
• You have a positive attitude, great people skills, supportive and your are willing to go the extra mile for a team member
• Your North Stars are Quality and Empathy
• Working schedule: Sunday to Thursday, PM shift (2pm to 11pm EST time)
• Availability to work on Public Holidays ARG (you’ll be paid double your normal daily rate)
• Hybrid Model - you will be required to attend to our office on demand, but keep in mind that the position is mainly remote

Responsibilities

• Handle all inbound requests from our customers and solve their issues providing an outstanding experience in every interaction
• Address time-sensitive issues, such as payments, account questions, delivery issues, or troubleshooting by email or chat in a timely manner
• Assist clients with any and all questions and concerns regarding their subscription, product, and service overall
• Escalate critical cases and exceptions to CX Supervisor for proper follow up
• Process orders, forms, applications, and general subscription requests
• Develop a deep expertise in our product, key differentiators, and the value it provides to our customers

Preferred Qualifications

If you have knowledge of nutritional information and fine dining, we would love to speak with you!

Benefits

• Get paid in USD. We use Deel to make things easier for you!
• Enjoy 15 business days of vacation each year from start date
• Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid
• Compassionate Leave: 3-5 days each time the need arises
• Personalized English coach