- Communication: Serving as a liaison between customers and internal teams such as sales, marketing, and product development. Effectively communicating customer feedback, trends, and insights to relevant stakeholders.
- Process Improvement: Identifying areas for improvement in customer experience processes and workflows. Collaborating with cross-functional teams to implement changes that enhance customer satisfaction and operational efficiency.
- Data Analysis: Analyzing customer data and feedback to identify patterns, trends, and opportunities for improvement. Utilizing customer satisfaction metrics and key performance indicators (KPIs) to measure and track the effectiveness of customer experience initiatives.
- Documentation: Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions. Updating customer profiles and databases with relevant information.
- Customer Experience Projects: Participating in and leading customer experience projects, such as customer surveys, focus groups, or usability testing. Gathering insights and recommendations to enhance customer satisfaction and loyalty.
A bachelor's degree in business administration, Management, Finance or Computer Science.Customer Service Experience: Prior experience in a customer service or customer-facing role is highly desirable.Excellent verbal and written communication skills are essential for effectively interacting with customers and internal stakeholders. The ability to convey information clearly, empathize with customers, and provide solutions in a professional manner is crucial.understanding of business processes, operations, and industry trends.Strong teamwork, collaboration, and interpersonal skills.The ability to prioritize tasks, manage multiple customer interactions simultaneously, and work efficiently in a fast-paced environmentTechnology Proficiency cx system skill is a must, ERP, Microsoft officeStrong problem-solving and critical thinking abilitiesData analysis skills, with the ability to derive insights from dataMinimum 2 years of experience in business analysis or a related field.