Customer Experience Specialist

Description:

Faye is looking for a Customer Experience Specialist to join our fast-growing team as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class service to our valued users and will be pivotal in setting the bar for standard and excellence in the travel space.

We work in a fun, collaborative and entrepreneurial environment and are looking for a proactive, accountable person focused on continuous learning and growth to push themselves and our team forward. If you’re process-driven, passionate about the travel space and keen to make an impact, then this is the role for you.

• Assist customers via phone, chat, and email, delivering fast, friendly, and effective support.
• Handle travel-related inquiries, from policy questions to real-time trip assistance and claims guidance.
• Resolve issues efficiently, ensuring a seamless and positive customer experience.
• Maintain high performance metrics, including response time, resolution speed, and customer satisfaction.
• Work collaboratively across teams and departments to help solve any matter at hand.

• Proven experience in customer service/call center roles
• Native English speaker / English mother tongue level - a must
• Ability to work evening, night, and weekend shifts - a must
• Ability to work from the office 5 days a week (A+B shifts) - a must
• Excellent verbal & written communications skills
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Familiarity with American customer service and culture
• A medical and/or travel and/or Insurance background is a plus
• Tech-oriented