Customer Experience Specialist

About the Role

We are looking for a Customer Experience Specialist with experience in customer support who wants to improve our clients' experience and leave a mark on their lives.

The main role is helping customers understand the product, answering questions, clearing up doubts about our meals and service, and solving day-to-day issues, making each of them feel unique and heard. You’ll be part of an exciting, growing team designed to take our support to the next level.

Our operations and subscribers are growing month to month. Not one day is alike in the Customer Experience Team, and most of the time, you'll be handling different cases that require time-sensitive responses. Always being on and having a customer-obsessed attitude are critical to achieving the best results in this role.

Note: You will be assigned a schedule that may include evenings, weekends, or holidays. These schedules will be adjusted periodically to meet the needs of our business.

Responsibilities:

• Handle all inbound requests from our customers and solve their issues, providing an outstanding experience in every interaction
• Address time-sensitive issues, such as payments, account questions, delivery issues, or troubleshooting by email or chat promptly
• Assist clients with any and all questions and concerns regarding their subscription, product, and service overall
• Escalate critical cases and exceptions to CX Supervisor for proper follow-up.
• Process orders, forms, applications, and general subscription requests
• Develop a deep expertise in our product, key differentiators, and the value it provides to our customers

Qualifications:

• You have at least 3+ years of experience handling inbound customer issue resolution using email, phone, and/or chat.
• You have an outstanding level of English (oral and written) and effective communication skills
• You are customer-centric and love helping people
• You are very organized, even under pressure
• You have a positive attitude, great people skills,and supportive and you are willing to go the extra mile for a team member
• Your North Stars are Quality and Empathy
• If you have knowledge of nutritional information and fine dining, we would love to speak with you!

Specific Requirements:

• Multiple schedules available
• Availability to work on Public Holidays (you’ll be paid double your normal daily rate)
• Hybrid Model - You will be required to attend our office on demand, but keep in mind that the position is mainly remote.

Interview process:

• Application review - Please submit your English version resume
• Preliminary Assessment on Canditech.
• Take-home Test on Canditech.
• Hiring Manager Interview
• Reference Check
• Offer

MonthlySalary Range (for Peru-based candidates): USD 930

⚠️ Important Timelines
Please note the following deadlines:

• The entire interview process must be completed by January 26th.

• Target start date: Feb 9th

Benefits:

💸 Get paid in USD.

🗺 Work remotely: design the life that you want

⛱ Enjoy 15 days of vacation each year from the start date

🎄 16 fully paid Argentinean holidays

🩺 Healthcare Benefit: Monthly stipend to use with your preferred healthcare provider

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical

🐣 Paid Family leave

🕯 Compassionate Leave: 3-5 days each time the need arises

🧘🏽‍♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more, through our comprehensive benefit platform

🧑‍🏫 Personalized English coach