Customer Experience Specialist

As a Customer Experience Specialist, you are the face of Quince, turning challenging customer issues into "wow" moments. This is a crucial, omni-channel role where you'll seamlessly manage multiple conversations at once, often handling phone calls, chats, and emails concurrently. You'll embody our mission by providing a fair & transparent experience with an empathetic approach, inspiring confidence in every customer interaction. You will use your critical thinking and empathy to troubleshoot and resolve customer concerns, turning potential negative experiences into positive ones. You'll build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions. You will also navigate multiple systems and handle multiple inquiries simultaneously, identify recurring customer issues or trends and provide feedback to help improve the customer experience and internal processes, and ensure consistent achievement of key performance metrics.