- To be an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. A Customer Experience Senior Manager will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
- To ensure success as a customer experience specialist, it requires to be exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image
* ROLES:
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with
IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- 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 and new releases, as well as preparing reports.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
* WORKING RELATIONSHIPS:
- Internal: Merchandise, Operation, Property, IT, CRM
- External: Agencies
- A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
- At least two years' experience as a customer experience specialist, or a similar customer support role.
- Extensive experience in gathering and interpreting customer experience information.
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office, as well as CX and CRM software, such as amoCRM and Qualtrix CustomerXM.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Good communication, collaboration, and problem-solving skills.
