Digital Customer Experience Analyst

What Are We Looking For

MultiplyMii is in search of a Digital Customer Experience Analyst who will be working with our client based in the United States .Our client is the premier manufacturer of Intelligent Pest Management solutions in the state, utilizing a science-based approach to develop high-quality products for managing rodents, insects, and mosquitoes.

As a Digital Customer Experience Analyst, you will play a pivotal role in providing exceptional support and service to our customers across various platforms including Amazon, Walmart, D2C, and B2B eCommerce channels with room to continue growing!

Your primary responsibilities will include handling email and online platform inquiries, tailoring live chat interactions, and building a genuine human-like experience with our AI-driven self-service chatbot. You will be instrumental in ensuring customer satisfaction and enhancing our support systems.

Beyond your experience, we're seeking a candidate who has a keen attention to details, versatile, analytical, and consencious and exhibits outstanding English language communication skills, both written and verbal.

This role is 100% work from home.

In This Role, You Will

Cross Channel Customer Support (Amazon, Walmart, D2C, and B2B)

• Respond to customer inquiries and requests across Amazon, Walmart, D2C, and B2B channels.
• Provide timely and accurate responses to a range of customer issues, including order inquiries, product questions, and service complaints via email and live chat.
• Initiate shipping requests for lost product and/or dissatisfied customers
• Create and maintain the Customer Service Scorecard consisting of the ten most impactful KPIs regarding service levels.
• Respond to all customer reviews via UGC & product reviews app
  
  

AI Chat Functionality

• Work with software vendors to troubleshoot and resolve any technical issues with the platform.
• Own chatbot roadmap and maintain a neural map of Q&A bank architecture.
• Conceptualize and implement new workflows with the goal of making our chatbot more robust and able to scale with our growing business.
• Maintain on-call schedule to ensure a person is available if chatbot is insufficient for a customer ask or interaction. Respond to customers via email if a message is missed.
  
  

Ensure Content Accuracy

• Author instructional copy for product detail pages on Shopify and work with SEO agencies to ensure all copy created for websites is accurate.
• Ensure all sales page & blog content is accurate before publishing.
• Update & Manage copy sections of Shopify when discrepancies are found.
  
  

About You

Core qualifications:

• At Least 2 to 3 years of customer service experience, preferably within the Ecommerce sector
• Multi-Channel Customer Support: ability to provide exceptional support across various eCommerce platforms including Amazon, Walmart, D2C, and B2B channels
• Familiarity with Zendesk or similar help desk platforms.
• Proficiency in handling email and online platform inquiries efficiently and accurately.
• Proficiency in Excel (Advanced)is a must
• Experience in Creating, Maintaining and Reporting and Customer Experience Scorecards
• Experience in using ChatGPT
• Strong attention to detail for reviewing and editing content for accuracy and clarity.
• Strong written and verbal English communication skills.
• Proactively engages with team members and leadership, ensuring timely communication of potential issues.
• Prioritizes productivity and collaboration to drive tasks to completion efficiently.
  
  

Advantageous

• Familiarity with Shopify and SEO
• Prior experience with Consumer Packaged Goods (CPG) and D2C is preferred
• Familiarity with AI-driven chatbots and their maintenance.
• Technical Proficiency: Ability to troubleshoot and resolve any technical issues with the platform.
• Workflow Development and Management: Conceptualizing and implementing new workflows to enhance chatbot performance and scalability.
  
  

Technical Requirements (Device)

• Laptop/Computer (at least 8 GB RAM)
• Headset (preferable noise canceling microphone)
• Fast/Stable Internet Connection (At least 10 mbps)
  
  

Why MultiplyMii

MultiplyMii, a premium recruitment & HR services company, is growing FAST and we are currently hiring an exceptional Digital Customer Service Analyst who desires to be part of an exciting organization that rewards and values its team members.

One clear benefit for you beyond the long list at the bottom is that MultiplyMii will be there to hold your hand every step of the way, providing you and the client on-boarding, supporting your unique needs, handling any challenges that might come up in your work environment. We are here to give you (and our client) every opportunity to get it right and nurture this relationship.

• 100% Remote work
• SSS
• Philhealth
• Pag-ibig
• Healthcare (HMO)
• 13th-month pay
• Paid Service Incentive Leave (SIL) upon probationary
• Regular holiday premium upon probationary
• Annual performance appraisal subject for review (if applicable)
• Access to our free Learning and Development programs (if applicable)
  
  

Shift And Schedule

Full-time position with flexible work hours, starting as early as 8AM EST and ending as late as 10PM PST (40 hours per week). With the possibility of working on weekends to check and respond to customers.