Customer Experience Specialist / Senior Specialist

Responsibilities

· Responsible for continuous improvement of end-to-end customer experience, focus on growing customer base, increasing brand perception and guiding the organization through consumer insights.

· Designing and implementing customer experiences that reflects the desired company customer strategy, increasing customer satisfaction and profitability for the business,

· Initiating projects for cross-functional teams to investigate and resolve the root cause of customer experience deficiencies.

· Continuously testing initiatives for the best product, channel and segmented customer experience,

· Coordinating with multiple departments to address critical issues and resolve issues with satisfactory results.

· Interpreting and consolidating direct and indirect customer feedback from various sources such as customer surveys,

· Using analytical methods to understand the customers behavior patterns and create solutions,

· Ensuring that customer requests are handled quickly and accurately at all contact points (calls, e-mails, etc.),

· Evaluating regulatory demands from the customer experience perspective and designing processes accordingly.

Requirements

· Bachelor’s degree (Engineering, Business Administration, Economics, Social Sciences),

· Min. 2 years of experience in customer experience projects, product, service, process management or corporate sales,

· Experience in leading a fast pace technology environment with clearly demonstrated results in owning customer experience and success,

· Customer-driven mindset with a desire and ability to identify and resolve enterprise-level customer problems,

· Along with a focus on details and a drive for improvement, exceptional analytical, creative, communication and project management skills,

· Demonstrated track record of using data analytics to drive increased value for customers,

· Strong organizational, problem solving and planning skills, including ability to priorities and negotiate competing goals,

· Highly self-motivated, flexible and energetic,

· Fluency in English,

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