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Job Description
- Define and implement standards/procedures for ensuring optimal customer experience.
- Identify customer needs and take proactive steps to maintain positive experiences.
- Track customer experiences across online and offline channels, devices, and touch points.
- Conduct surveys to gather information on customer opinion of rendered services.
- Collaborate with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
- Ensure interaction with customers reflect positively on the company.
- Liaise with the production and creative departments to ensure delivery of high quality products and services.
- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
- Conduct studies and research to discover new techniques necessary for improving customer experience.
- Organize and develop training programs for sales men in order to update their customer service skills.
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
- Analyze customer feedback on product ranges and new releases, as well as preparing reports.
- Perform product tests, evaluate after-sales and support services, and facilitate improvements.
- Document processes and logging technical issues, as well as customer compliments and complaints.
- Keep informed of industry trends.
Job Requirements
- Bachelor's degree in marketing, communications, business management, or in a related field preferred.
- 3-5 years of experience as a customer experience specialist, or a similar customer support role.
- Retail industry exposure is a plus.
- Extensive experience in gathering and interpreting customer experience information.
- Attention to details.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Working effectively under pressure towards deadlines.
- Superb communication, collaboration, and problem-solving skills.
- Solid knowledge of online customer engagement platforms and channels.
