The Customer Experience Specialist serves as the
voice of the customer within the organization. This role ensures that customer issues, feedback, and insights are captured, analyzed, and translated into actions that improve overall service quality. The specialist follows up on escalated cases, coordinates with internal teams, and works to enhance the end-to-end customer journey.
Requirements
Escalation & Issue Management
- Handle and monitor customer escalations and ensure timely resolution.
- Follow up with internal teams to guarantee issues are addressed and closed.
- Provide clear and professional updates to customers throughout the resolution process.
2. Customer Journey Improvement
- Review and assess customer interactions across all touchpoints.
- Identify friction points and recommend improvements.
- Support the development of better processes, policies, and service workflows.
3. Feedback Collection & Analysis
- Analyze customer feedback, surveys, reviews, and ratings.
- Identify trends, recurring issues, and areas of opportunity.
- Prepare regular reports highlighting insights and improvement suggestions.
4. Cross-Functional Collaboration
- Work closely with departments such as Operations, Product, Technology, Sales, and Support.
- Ensure customer concerns are prioritized and acted upon.
- Facilitate communication between teams to maintain a unified customer experience.
5. Service Quality Enhancement
- Contribute to initiatives that improve service consistency and customer satisfaction.
- Support quality audits, customer journey mapping, and root-cause investigations.
- Participate in launching new services or updates while ensuring customer needs are represented
Qualifications
- 1-3 years of experience in Customer Experience, Support, Operations, or a related field.
- Strong communication skills, both written and verbal.
- Ability to analyze data and identify patterns.
- Highly organized with strong follow-up skills.
- Customer-focused mindset and problem-solving abilities.
- Proficiency in using CRM or customer support tools is a plus
Benefits
- Private Health Insurance
- Performance Bonus
