Email Support Specialist

at  NCRi Inc

WHO ARE WE?

CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for flawless AR, Omni-Channel CX, Digital Transformation, and Smart Software solutions.
Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.

• Respond to customer and merchant inquiries via email, ensuring all responses are clear, professional, and timely.
• Handle inquiries, complaints, and requests with a solution-oriented mindset while adhering to company policies and service-level agreements (SLAs).
• Investigate issues thoroughly by gathering all necessary details and escalate unresolved problems to the appropriate department for resolution.
• Accurately document all customer interactions, including issue details and solutions provided, in company systems.
• Proactively identify and suggest improvements in processes and email response templates to enhance the customer experience.
• Collaborate with internal teams to provide seamless support to customers and ensure their needs are fully met.
• Continuously develop knowledge about company products, systems, and processes through ongoing training and mentorship.