CX Analyst - New Ventures

A CX Analyst at Wellhub is responsible for providing exceptional support across multiple channels, ensuring that both customer and partner inquiries are resolved efficiently. This role emphasizes active listening, understanding customer needs, and leveraging business process knowledge to deliver impactful solutions.

Wellhub is committed to the well-being of its employees. CX Analysts benefit from flexible work options, wellness resources, and ongoing opportunities for personal and professional growth. The company promotes a healthy work-life balance, making it a great place for career development.

Key skills for a CX Analyst at Wellhub include excellent communication abilities, empathy, organizational skills, and experience with customer service software. A familiarity with web technologies and prior experience in support roles are also highly beneficial.

At Wellhub, CX Analysts aim to achieve excellence in customer satisfaction metrics such as CSAT (Customer Satisfaction Score), FCR (First Contact Resolution), SLA (Service Level Agreement adherence), and NPS (Net Promoter Score). These metrics guide their efforts to ensure they meet service standards.

Yes, prior experience as an agent is a mandatory requirement for the CX Analyst position at Wellhub. This ensures that candidates are familiar with customer service protocols and can effectively contribute to our mission of providing outstanding partner and customer support.

Absolutely! Wellhub offers flexible work models for CX Analysts, including options for full remote and hybrid working arrangements. This flexibility allows employees to create a work environment that suits their lifestyle while contributing to the team's success.

Wellhub is dedicated to personal and career growth. CX Analysts have access to various resources that support skill development and career progression within the company, ensuring you can advance your career while contributing to meaningful work.

When facing difficult customer interactions, it's essential to stay calm and use active listening to understand their concerns fully. I focus on empathizing with their situation while working towards a solution that addresses their needs effectively.

Sure! I once had a customer who was experiencing technical issues. I listened attentively, diagnosed the problem quickly using our playbooks, and guided them through the solution step-by-step, resolving the issue without the need for a follow-up.

I prioritize inquiries based on urgency and impact. For example, I address urgent technical issues immediately while ensuring that I keep track of other inquiries to respond within a timely manner, maintaining a high level of service.

To ensure I adhere to Wellhub’s standards, I regularly refer to our service guidelines and training materials. I also seek feedback from peers and supervisors to identify areas for improvement and maintain high-quality interactions.

Well-being is crucial in the workplace because it directly impacts employee productivity, engagement, and overall satisfaction. A supportive environment fosters creativity and collaboration, leading to better outcomes for both employees and the business.

I have experience with CRM systems like Zendesk and various communication platforms. I find these tools invaluable for tracking customer interactions, ensuring organized data management, and providing efficient support.

I embrace change by staying informed about new processes and actively engaging in training sessions. Adaptability is crucial in a fast-paced environment, and I focus on how these changes can enhance the customer experience.

I measure success through customer feedback, my ability to resolve issues promptly, and the metrics we aim to achieve, such as CSAT, FCR, and NPS. Meeting and exceeding these metrics reflects my commitment to excellent customer service.

Effective teamwork in customer support involves open communication, sharing insights, and collaborating to solve challenges. Supporting each other and leveraging collective knowledge enhances our ability to serve customers better.

I regularly read industry publications, attend webinars, and participate in professional forums. Staying informed about trends helps me adopt best practices and implement innovative solutions to enhance customer support quality.