Customer Experience Senior Specialist
3 days ago
- Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements - from purchase to product return to customer support.
- Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged.
- Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience.
- Raising red flags wherever the business process – billing, installation, or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company.
- Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes.
- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.
- Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app.
- Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner.
- Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement.
- Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions.
- Follow daily operations relating to the job to ensure work continuity.
- Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards.
- Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.
Requirements:
- 2-4 years of relevant experience.
- Bachelor Degree in a relevant field is required.
- Master's degree in a relevant field is preferred.
Mid-Senior level
Employment typeFull-time
Job functionStrategy/Planning, Business Development, and Analyst
IndustriesTechnology, Information and Internet
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