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Job Description
- Tracking customer experiences across online and offline channels and touchpoints.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
- Analyzing customer feedback on product ranges as well as preparing reports.
- Analyzing the VOC, CX insights dissatisfactions reasons and detractor reasons.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
Job Requirements
- At least 2 years' experience as a customer experience specialist, or a similar customer support role.
- Extensive experience in gathering and interpreting customer experience information.
- Proficiency in MS Office.
- Advanced analysis skills.
- Solid knowledge of online customer engagement platforms and channels.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
