Customer Experience Specialist

IMPORTANT: Please read all the way through the bottom of this job description as there is a separate Google Form questionnaire that MUST BE COMPLETED to complete your application for this role.

About immi:

immi is a better-for-you Asian American food brand that invented the world’s first low-carb, high-protein, and 100% plant-based instant ramen. At immi, we’re reimagining our favorite foods with added nutrition and high-quality ingredients to taste just as good as you remember.

immi is founded by Kevin Lee (KLee) & Kevin Chanthasiriphan (KChan) who previously spent the past decade working together as product managers and venture investors in the tech industry. We grew up working alongside our families in the markets of Taiwan and Thailand where making and eating noodles was a part of our everyday lives. We’re building immi to help our families better manage their health conditions arising from poor nutrition and unhealthy diets.

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Role:

As a Customer Experience Specialist, you will be the first point of contact for our customers, providing support and resolving inquiries to ensure a seamless and enjoyable experience. You will play a critical role in enhancing customer satisfaction and loyalty by effectively addressing their needs and concerns. Your goal will be to exceed customer expectations and contribute to the overall success of our customer experience strategy. Our goal is to provide our customers with an impeccable experience every time people are in touch with us. We want the experience of everyone who is engaged with us to be memorable and pleasant, so much so that they refer us to others.

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Responsibilities

Customer Support:

– Identify and analyze customer problems, providing effective solutions to enhance their experience.
– Respond to customer inquiries via e-mail in a timely and professional manner.
– Troubleshoot and resolve customer issues, escalating complex cases to the appropriate departments when necessary.

Customer Engagement:

– Engage with customers to understand their needs and provide personalized solutions.
– Proactively reach out to customers to gather feedback and ensure their satisfaction.
– Build and maintain strong relationships with customers by delivering exceptional service.

Product Knowledge:

– Stay updated on our products to provide informed assistance to customers.
– Participate in ongoing training and development to continuously improve your skills and knowledge.

Customer Feedback:

– Collect and analyze customer feedback to identify trends and areas for improvement.
– Contribute to the development and implementation of customer experience initiatives.

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Preferred Skillsets

– A fluent English communicator. Superior written and oral communication skills are required.
– You have worked on the CX team as a specialist at a consumer brand with a physical product. Ideally you have worked on the CX team at a food & beverage company.
– You have an interest in food and health.
– You are well versed with Gorgias and Google Drive (Docs, Sheets, Slides).
– A people pleaser. You’ve got strong interpersonal skills, which are demonstrated through being a good listener and empathetic, and you’re invigorated by constant personal interaction.
– Ready to take on a challenge. You have a “no task is too small” attitude, and the endurance to consistently deliver amazing customer experiences without exception.
– A quick learner. You’re agile and responsive, and savvy to find creative solutions.
– Adaptable to a fast-paced environment, where you can embrace new challenges on a daily basis.
– Interested in being a team player. You work well with a wide range of personalities, and you’re ready to contribute to an epic team environment.

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immi Values

We cook together (team):
– We create an inclusive environment to care for each other.
– We push each other to strive for excellence.
– We own the failures; we share the successes.
We are executive chefs (ownership):
– We adopt an ownership mentality for both our work and the company.
– We look to bring more solutions than problems.
– We have a bias for action and we’re not afraid to get our hands dirty.
We strive for 3 stars (impact):
– We push to complete initiatives that drive impact and results.
– We’re open minded to creative solutions that drive impact.
– We prioritize with the big picture in mind.
We write recipes (writing):
– We scale through written words.
– We write for clarity of thought and better decision making.
– We document for clearer communication and reflection.
We cook in an open kitchen (openness):
– We build trust and accountability through open communication.
– We embrace evidence, learn from failures, accept criticism, and are always prepared to change our opinions.
– We have the humility to make ourselves better.

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IMPORTANT: In order to finish your application and be considered for this role, you MUST COMPLETE this Google Form questionnaire: Click to view/RyBPKEWF5eMFETtN8