What are the responsibilities and job description for the Consumer Experience Advisor (CXA) position at Procter & Gamble?
SK-II is seeking to hire a Consumer Experience Advisor to support questions, inquiries, critical issues, and team capability building on consumer products and orders in their Newton, MA office. This position will report into the office on a hybrid basis Tuesday-Thursday.
The Advisor will handle end-to-end execution of business processes for SK-II and will be responsible for process communication, deployment, and continual improvements for resolving consumer inquiries. They will provide direction and mentor to employees/leaders, as well as ensuring service level agreements are met with completed outcome summary.
Responsibilities
- Engage with customers primarily through phone, email, live chat, and social media platforms.
- Consumer Loyalty: Engaging customers through community management of social platforms (including Ratings and Reviews).
- Contact Support: Resolving customer issues as the second line of defense for the customer contact center.
- Education: Providing contact center agents with updated knowledge of Brand and initiatives.
- Product knowledge: Guiding customers on how to use SK-II products effectively by explaining benefits, application to-do, brand history etc.
- Excellent interpersonal skills: Ability to clearly explain complex information, actively listen to customer concerns, and respond expertly. Consistently composing grammatically correct, concise, and accurate written responses to customer issues.
- Issue troubleshooting: Diagnosing customer problems, identifying root causes, and offering appropriate solutions to resolve technical issues.
- Complaint handling: Timely handling ofcustomer complaints, resolving complex issues and seeking consult with relevant departments when necessary.
- Feedback collection: Gathering customer feedback and relaying it to relevant teams to improve service quality.
