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Customer Experience Specialist
Aviron Interactive. Build and maintain a strong understanding of all Aviron products, support channels, and company policies and terms .
About the role
Key responsibilities & impact- Build and maintain a strong understanding of all Aviron products, support channels, and company policies and terms
- Serve as the first point of contact for customer inquiries across live chat, phone, email, and social media
- Resolve customer issues with empathy, clarity, and efficiency
- Escalate or route technical issues to the Tech Support team when appropriate
- Process orders, cancellations, returns, and verify customer account information as needed
- Submit and manage shipping claims and delivery-related escalations
- Identify recurring customer issues, gaps, or inefficiencies
- Share feedback to improve support processes, tools, and the overall customer experience
- Educate prospective members on Aviron hardware and software features through live video product demos
- Support cross-functional and ad hoc projects as needed
Requirements
What you’ll need- 1+ year of experience in a customer service, customer support, or equivalent role
- Excellent written and verbal communication skills in English, including comfort on live video calls with North American customers
- Ability to effectively manage time, multitask, and reprioritize in a high-volume, fast-paced environment
- Strong typing speed and accuracy, particularly in live chat environments
- Analytical and logical approach to problem-solving
- Experience working with CRM systems
- Experience with NetSuite is an asset
- College diploma or university degree preferred, but equivalent experience will be considered
- Must have a private, quiet workspace suitable for customer calls and video demos
- Must have reliable high-speed home internet, with a backup connection such as mobile data
- Must have a plan for power interruptions, such as a UPS or backup power source
- Must be able to work the overnight Philippine schedule on a sustained basis
- Role must be based within the Philippines
Benefits
Comp & perks- 2 weeks paid vacation
- Sick leave and personal days
- Health benefits
- Paid CAD holidays
- Computer and headset
- $25/month for internet coverage
- Private, quiet workspace suitable for customer calls and video demos
- Reliable high-speed home internet, with a backup connection such as mobile data
- A plan for power interruptions, such as a UPS or backup power source
- Opportunities for personal and professional growth
- Ample support and resources, including budget, to complete work