Pela is hiring a
Customer Experience Specialist

Summary

Join our team as a Customer Experience Specialist and make a positive impact on the planet by providing exceptional customer service across various channels. As a CX Agent, you will be the front line of communication, addressing inquiries about our products, memberships, subscription, and overall business, while embodying our core values and brand ethos.

Requirements

• You are available to work: Wednesday-Sunday from 12am- 8am PHT, other coverage shifts available tbd
• You have experience in customer-facing roles
• You have superior written and oral communication skills
• You have strong people skills — you are excited by the idea of chatting with new and interesting folks
• You are friendly and empathetic
• You are a quick learner and can think on your feet
• If you have experience with Zendesk or similar CRM, that is an asset
• You are passionate about creating amazing experiences for our customers
• You are a self starter who thrives in a fast paced environment and delights in problem solving
• You can adapt to change in a fast-paced environment and embrace new challenges
• You are a team player who works well with a wide range of personalities and is ready to contribute to an awesome team environment

Responsibilities

• Provide customer delighting service through the phone ensuring all interactions are approachable, optimistic, considerate, accurate, and timely
• Be the go-to person for customers, offering support and guidance to enhance their overall experience
• Serve as a dedicated resource for customers with memberships and subscriptions, ensuring they receive personalized assistance
• Implement retention and execute strategies to help reduce churn, actively engaging with customers to understand their needs and address concerns
• Act as a passionate ambassador and advocate for our brand and product lines, embodying our values and mission
• Foster a positive brand perception by consistently delivering exceptional customer interactions
• Proactively identify and resolve customer issues, taking ownership to ensure seamless deliveries, transactions, and overall experiences
• Employ a solution-oriented mindset in order to determine the root cause of any troubleshooting concerns relating to all aspects of the customer experience and product usability, to guarantee customer satisfaction and loyalty
• Work with the CX Leadership team to share customer insights and contribute to strategies aimed at enhancing the overall customer experience
• Provide valuable feedback based on customer interactions to improve processes and product offerings