Client Experience Specialist (SDQ)

Santo Domingo, Distrito Nacional, Dominican Republic
Full Time
Client Service
Mid Level

Position Summary

The Client Experience Specialist is a key member of a purpose-driven team dedicated to supporting prospective and current members within a large-scale, accredited leadership honor society. This role focuses on providing high-quality support through the CARE philosophy, ensuring all interactions are Connected, Attentive, Responsible, and Enthusiastic. 

Responsibilities

  • Omnichannel Support: Provide exceptional service via live chat, WhatsApp, phone, text, and email.

  • Performance Excellence: Meet or exceed key scorecard metrics, including Customer Satisfaction (CSAT) and Call Quality Scores.

  • Inquiry Management: Handle a high volume of customer inquiries accurately and efficiently across multiple queues and skill sets.

  • Relationship Building: Foster sustainable trust with members through open, proactive, and interactive communication.

  • Issue Resolution: Address customer complaints by providing appropriate solutions and alternatives within established time limits, following up to ensure full resolution.

  • Knowledge Management: Maintain an up-to-date understanding of evolving products, services, and internal tools.


Required Skills and Abilities

  • Bilingual Proficiency: Must be fluent in both English and Spanish.

  • Technical Aptitude: Computer savvy with the ability to type 50+ WPM (90% accuracy); experience with HubSpot is a plus.

  • Communication: Excellent interpersonal, verbal, and written communication skills.

  • Emotional Intelligence: High level of professionalism, empathy, and the ability to handle demanding situations with patience and politeness.

  • Problem-Solving: A proactive, solution-based approach to handling issues and the ability to thrive in a fast-paced environment.

  • Operational Reliability: Must have highly reliable internet service and demonstrate strong dependability, discipline, and punctuality.

  • Experience & Education: 3-5+ years of customer service experience with a track record of exceeding quotas or metrics. High school diploma or GED required.

  • Adaptability: Must be flexible with scheduling and receptive to constructive professional feedback.

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