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Cat Concierge

Smalls · Remote (US)

  • Remote customer experience role with Smalls, a cat food and wellness brand.
  • Act as the primary touchpoint for prospective and existing customers, as the voice of the brand.
  • Answer enquiries and customer requests across email, SMS, phone, chat and social platforms, within the promised quality and response times.
  • Use the training and team guidelines to understand each customer's situation and give a tailored, personal response.
  • Introduce customers to new or different products when it makes sense for them.
  • Identify and escalate issues reported across tech, operations and marketing for troubleshooting and fixes.
  • Give internal project teams feedback on customer-facing changes.
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