About the Role
We are looking for a Customer Experience Representative who is passionate about helping people and delivering exceptional customer support. In this role, you will handle real-time customer interactions across live chat and outbound communication channels, ensuring every customer receives fast, empathetic, and solution-oriented support. You will work closely with operational and support teams to resolve issues, improve customer satisfaction, and help shape a world-class customer experience. This role is ideal for someone who communicates clearly, stays calm under pressure, enjoys solving problems, and thrives in fast-paced environments.
What You'll Do
- Handle real-time customer inquiries via live chat, ensuring prompt, professional, and customer-focused support.
- Conduct outbound calls and messages to follow up on service requests, provide updates, or gather customer feedback when needed.
- Resolve customer issues efficiently and empathetically while adhering to company policies and service standards.
- Maintain accurate and detailed records of customer interactions using CRM and support systems.
- Collaborate with internal teams to ensure customer concerns are addressed and resolved quickly.
- Identify recurring customer pain points or operational issues and proactively suggest improvements.
- Meet and exceed individual KPIs related to response time, resolution quality, productivity, and customer satisfaction.
- Contribute positively to team goals and maintain high service quality standards.
- Handle escalations professionally while maintaining a calm and solution-oriented approach.
- Stay informed about Rabbit products, operational processes, and customer policies to provide accurate support.
What We're Looking For
- 1–2 years of experience in customer service, customer support, or customer experience roles.
- Experience working in fast-paced, customer-facing, or tech-driven environments is preferred.
- Excellent written and verbal communication skills in English.
- Strong problem-solving and critical thinking abilities.
- High level of empathy, patience, and customer focus.
- Ability to multitask and manage multiple conversations simultaneously.
- Comfortable working under pressure in a dynamic operational environment.
- Strong attention to detail and organizational skills.
- Ability to work collaboratively across teams and functions.
- Comfortable using CRM platforms, chat tools, and customer support systems.
- Flexibility to work shifts, weekends, or evenings when required.