JOB DESCRIPTION

A Customer Experience Specialist, ensure positive interactions with customers at all touch-points of the Company. Customer Experience specialist does that by ordering reports that measures many metrics (including the requirement of inserting new data-points that ensures the measurements), tracking customer journeys and identifying where they fail, and collaborate internally to optimize the overall experience. Additionally, they report this to Top Management with problems and proposed solutions.

KEY RESPONSIBILITIES

• Customer Journey Mapping: Chart and dive deep into our customers’ interactions with our brand. Identify touchpoints, pain points, and opportunities for improvement. This must include the charting and owning the operations of the Backoffice and all its metrics as well if it impacts the CX.
• Enhance Customer Satisfaction: Develop strategies to boost customer satisfaction, loyalty, and advocacy. This includes designing its CSAT and other metrics and propose Owners in the Org as their KPI
• Collaborate Cross-Functionally: Work closely with other teams to align efforts and create a seamless experience. This may include coaching and giving orientation yourself to other teams, as well as being involved in experience delivery to understand it.
• Recruit and Train: Be involved in hiring and training customer-facing teams, ensuring they embody our customer-first ethos.
• Monitor Metrics: Regularly review NPS, CSAT, and CES scores to measure success. You will do this in collaboration with other teams who execute it, report it, and own it.
• Reporting to Top Management: you will design Dashboards, present to management, conduct dive-in analysis with teams, propose corrective actions during meetings, and report actions to PMO.
• Be sole owner of all customer-facing operations (eg, deliveries uniforms, CC scripts, sales shops experiences, etc.) and all the SLAs and features of systems/teams serving them.

Daily Tasks:

• Collect data from all touch points (specially CC and Retail Stores) as requested
• Handle all CC daily operations.
• Manage all the measurements of CSAT, etc. Periodicity, Granularity in services, campaigns, targeted segments, reporting to Top Management.
• Conduct Mystery shopping to enrich your understanding of Customer journey.
• Be involved in CRM Requirements and upgrades.
• Report to Top Management regularity.
• Coaching and propose training requirements.
• Be part of all decisions related to Customer Experience.