Customer Experience Associate

Job Description

Title: Customer Experience Associate

Company Name: Carbon Accents

Vacancy: 001

Age: 25 to 35 years

Job Location: Anywhere in Bangladesh

Salary: Tk. 22000 - 30000 (Monthly)

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): E-commerce, Online Retail Startup

• Bachelor/Honors
• Masters

• At least 3 years
• The applicants should have experience in the following business area(s): E-commerce, Online Retail Startup

• Age 25 to 35 years

• Previous e-commerce customer experience with a USA/UK/Europe based company
• Fluent English (written and spoken) with a British or US Accent
• Confident handling difficult customers and complaints.
• Strong problem-solving and communication skills.
• Fast learner, adaptable, and not afraid to ask questions.
• Reliable, organized, and committed to full-time UK working hours
• Fluent in spoken and written English
• Accent to British or American

• In this role you are truly the “face” of the company to all customers. When a customer thinks about Carbon Accents, a UK based automotive company, they will associate the company primarily with the experience you provide them with. 
• That is why it is imperative the person in this role embodies our values - sincerity, high achieving & great character. As a Customer Experience Associate, you represent the company to all Carbon Accents and CA Detailing Customers - you have the opportunity to leave each person with an amazing experience so that they either come back or tell their friends.
• You will provide the highest level of service by working with each customer to ensure they receive timely, comprehensive responses to inquiries and to improve upon any areas of potential dissatisfaction. We will empower and give you the tools and training to turn every customer experience into a positive one!
• You will be expected to provide support to customers with the goal of answering all enquiries about products, sales and returns. You will handle returns, exchanges and ensure the best experience for all customers. To be a successful Customer Experience Associate, one must excel at working directly with clients to problem solve or answer inquiries, think critically, communicate kindly with clients and teammates, and identify opportunities for improved customer experience so you can create lasting relationships.
• You are the Carbon Accents main POC throughout their customer journey, and therefore you have the opportunity to maintain an enthusiastic “can do” attitude that provides them a great experience when shopping with Carbon Accents. 
• Bangladesh Time Zone: 12pm - 11pm. 1 hour break

Responsibilities (including but not limited to):

• Handle customer queries across Shopify, Amazon, eBay, TikTok Shop, email, live chat, and phone.
• Manage returns, refunds, exchanges, and order updates in line with company policies.
• Address negative feedback and resolve issues in a calm and professional manner.
• Communicate effectively with the wider team and escalate where needed.
• Follow company procedures and meet key performance metrics (response time, satisfaction, resolution rates, etc.).
• Maintain a positive, customer-first attitude, even in difficult situations.

Pay: Competitive with performance bonus