Job Description
At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As an Experienced Customer Trust Specialist on our Digital, Device & Alexa Support (D2AS) team, you'll play a critical role in restoring trust and engagement for customers who have escalated issues with their arenaflex devices and digital services to our senior leaders. **About arenaflex** arenaflex is a global leader in e-commerce, technology, and digital services. We're dedicated to creating a diverse and inclusive workplace where everyone can thrive. Our mission is to provide equal opportunities for employment and advancement, regardless of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. **Job Summary** As an Experienced Customer Trust Specialist, you'll be responsible for rescuing the customer experience and rebuilding trust by reaching out to customers who have left a review indicating they need help, have had a poor product experience, or have had a negative interaction with our customer service. You'll also uncover and escalate emerging or trending customer issues, compile customer feedback and product insights, and support senior escalation specialists on resolving customer trust escalations. **Key Responsibilities** * Rescue the customer experience and rebuild trust by reaching out to customers who have left a review indicating they need help, have had a poor product experience, or have had a negative interaction with our customer service. * Uncover and escalate emerging or trending customer issues called out in reviews or contacts. * Compile customer feedback, product insights, and other learnings to spark changes and improvements to products, support strategy, and operational execution. * Support pre- and post-product launch deliverables, including deep dives into contacts, content, troubleshooting workflows, and other sources; curate that information into actionable updates for KC content, Help content, ASTRO paths, and training modules. * Support senior escalation specialists on resolving customer trust escalations related to arenaflex brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer's trust in devices. * Drive effective teamwork, communication, collaboration, and commitment inside and outside the team. **A Day in the Life** As an Experienced Customer Trust Specialist, you'll make outbound calls to customers to troubleshoot or gather additional insight or feedback. You'll also handle outreach work, which involves working on SIMs filed directly by product managers to gather feedback, verify bug fixes, provide troubleshooting, and various other requests. **About the Team** Our mission is to restore trust and engagement for customers who have escalated issues with their arenaflex devices and digital services to our senior leaders. These are highly complex issues that have created or could create PR risk, damage trust in the arenaflex brand, and/or have elements of product safety or customer data privacy concerns. Our specialists are highly-trained and knowledgeable, serving as experts in restoring and increasing customer trust, delighting them with personal and peculiar experiences. We celebrate and examine customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features, and designs. **Basic Qualifications** * Fluency in Japanese (spoken and written) * Professional experience in English (spoken and written) * Experience interpreting and communicating analytics * Experience communicating technical concepts to a non-technical audience * Ability to illustrate communicating and/or presenting to senior leaders or other stakeholders * A minimum of six months of experience handling customer escalated contacts of Executive Customer Relations, Social Media, or Search & Rescue (such as D2AS Advanced Technician, DART/Resolution Specialist) **Preferred Qualifications** * Bachelor's degree or 2 years arenaflex experience * Six months of experience in any D2 skills * Experience utilizing Heartbeat and Tableau * Proficiency in other languages (ex. Italian, German, French, Spanish) * Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods) * Knowledge of project management tools like SIM * HTML skills for creation of departmental and interdepartmental documentation and communication * Experience with MS Office and CSC customer service tool set * Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment * Demonstrates flexibility in work hours based on scheduling needs and customer demands **Our Inclusive Culture** arenaflex is committed to creating a diverse and inclusive workplace where everyone can thrive. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. **How to Apply** If you're passionate about delivering exceptional customer experiences and restoring trust and engagement for customers, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about the role and submit your application. **Benefits and Perks** As an arenaflex employee, you'll enjoy a range of benefits and perks, including: * Competitive salary and bonus structure * Comprehensive health and wellness benefits * Flexible work arrangements and remote work options * Opportunities for professional growth and development * Access to cutting-edge technology and tools * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance **Join the arenaflex Team** If you're passionate about delivering exceptional customer experiences and restoring trust and engagement for customers, we encourage you to join our team. Apply now and become a part of our inclusive and dynamic culture. Apply for this job