Senior Customer Experience Specialist (Level 2)

About Online Filings

Our mission is to empower entrepreneurs to realise their dreams and focus on what truly matters.

Our Online Filings platform and software simplifies, automates, and eliminates business administrative tasks, helping entrepreneurs accomplish more with less effort.

We aim to remove obstacles and enable entrepreneurs to achieve success faster and more effectively.

Role Overview

As a Senior Customer Experience Specialist, you will be responsible for delivering exceptional service and support to our users.

Your primary objective will be to ensure customer satisfaction by resolving inquiries, troubleshooting issues, and providing expert guidance on our products and services. You will interact with customers via phone, email, and live chat, demonstrating a deep understanding of our offerings and a commitment to delivering personalised solutions. By maintaining detailed records of customer interactions and collaborating with internal teams, you will contribute to continuous improvements in our customer experience.

This is a fantastic opportunity for an experienced customer service representative looking to expand their skills and work within a cohesive and supportive team.

Key Responsibilities

• Deliver outstanding customer service via phone, email, and online chat, ensuring clients have the best experience possible.
• Serve as an escalation point for complex issues, providing clear solutions and maintaining customer satisfaction.
• Relay customer feedback for product improvements, identify issues affecting the customer experience and recommend solutions, escalate bugs to the Tech Support team.
• Assess, process, and resolve refund requests in line with company policies, balancing customer experience with business objectives.
• Communicate refund decisions effectively, offering alternatives where appropriate to retain customers.
• Develop strong knowledge of Online Filings’ products to provide accurate information, understand customer needs, and upsell relevant services.
• Maintain accurate records of customer interactions and actions taken.
• Resolve or escalate customer complaints promptly and efficiently.

Qualifications and Key Skills

Preferred Qualifications

Benefits and Perks

Our comprehensive offering is designed around flexibility, well-being, and continuous growth, ensuring that you have the support and resources to excel both professionally and personally.

Online Filings is an equal opportunity employer. We celebrate diversity and are committed to equal employment and creating an inclusive environment for all employees, irrespective of race, gender, sex, religion, nationality, age or disability.