customer experience specialist

Snoonu

<div>
 
 🚀 Welcome to Your Next Adventure!
 
 
 
 The Customer Experience Strategy &amp; Operations team at Snoonu is responsible for designing and implementing initiatives that enhance customer, rider, and merchant experiences across all touchpoints. We are relentless in improving operational excellence, customer outcomes, and scalable satisfaction.
 
 
 Our team collaborates closely with Product, Engineering, Operations, Support, and Business teams to make Snoonu the most trusted brand in the market. We don&rsquo;t just solve problems &mdash; we identify systemic gaps and build cross-functional solutions that drive measurable impact.
 
 
 
 🛠 What You&rsquo;ll Get Your Hands On
 
 
 
 
 Own the Cancellations Problem End-to-End
 
 
 
 <ul>
 <li>
 Analyze cancellation trends across customers, riders, and merchants.
 </li>
 <li>
 Identify root causes using quantitative data and qualitative insights (VoC, support tickets, operational feedback).
 </li>
 <li>
 Segment cancellations by type, geography, vertical, time, and operational drivers.
 </li>
 <li>
 Quantify the business impact (revenue, customer churn, operational inefficiencies).
 
 
 </li>
 </ul>
 
 Build and Drive Cross-Functional Solutions
 
 
 
 <ul>
 <li>
 Develop structured action plans in partnership with Product, Engineering, Operations, and Support.
 </li>
 <li>
 Translate insights into clear problem statements and solution hypotheses.
 </li>
 <li>
 Define success metrics and track impact post-implementation.
 </li>
 <li>
 Drive accountability and follow-through across stakeholders.
 
 
 </li>
 </ul>
 
 Use Data to Drive Decisions
 
 
 
 <ul>
 <li>
 Leverage SQL, dashboards, and analytics tools to uncover patterns and trends.
 </li>
 <li>
 Design experiments (A/B tests, pilots) to validate hypotheses.
 </li>
 <li>
 Build reporting frameworks to monitor cancellation KPIs and early warning signals.
 
 
 </li>
 </ul>
 
 Improve Customer Journeys
 
 
 
 <ul>
 <li>
 Map cancellation-related journeys to identify friction points.
 </li>
 <li>
 Propose structural improvements in policies, product flows, communication, or operational processes.
 </li>
 <li>
 Partner with VoC initiatives to close feedback loops.
 
 
 </li>
 </ul>
 
 Contribute as a CX Generalist
 
 
 
 <ul>
 <li>
 Support other strategic CX initiatives such as churn reduction, retention programs, service quality improvements, and journey redesign.
 </li>
 <li>
 Contribute to building scalable frameworks, SOPs, and playbooks for future problem-solving.
 </li>
 <li>
 Adapt as priorities evolve &mdash; this role is designed to grow with the business.
 
 
 </li>
 </ul>
 
 🧙&zwj;&male;️ The Magic You Bring
 
 
 
 <ul>
 <li>
 3&ndash;5 years of experience in Customer Experience, Strategy, Operations, Consulting, or similar analytical roles within tech, marketplaces, or fast-paced environments.
 </li>
 <li>
 Strong analytical skills &mdash; ability to structure ambiguous problems and break them down into actionable components.
 </li>
 <li>
 Hands-on experience working with data (SQL, Excel, BI tools).
 </li>
 <li>
 Demonstrated experience identifying root causes and driving cross-functional initiatives to resolution.
 </li>
 <li>
 Strong stakeholder management and communication skills.
 </li>
 <li>
 Comfort working in ambiguity and ownership-driven environments.
 </li>
 <li>
 A customer-first mindset with the ability to balance customer impact and business realities.
 </li>
 <li>
 A bias for action and strong follow-through.
 
 
 </li>
 </ul>
 
 ✨ Bonus Points If You Have
 
 
 
 <ul>
 <li>
 SQL proficiency
 </li>
 <li>
 Experience working in start up fast pace environment
 </li>
 <li>
 Experience in delivery, logistics, marketplace, or gig-economy environments.
 </li>
 <li>
 Exposure to churn analysis, retention strategy, or operational performance optimization.
 </li>
 <li>
 Experience running structured problem-solving frameworks (e.g., hypothesis-driven analysis, root cause analysis, experiment design).
 </li>
 <li>
 Familiarity with CX platforms (Zendesk, Salesforce, etc.) and customer journey analytics.
 
 
 </li>
 </ul>
 
 Inside Snoonu&rsquo;s Universe
 
 
 
 Snoonu is Qatar&rsquo;s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more &ndash; all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
 
 
 
 The Dream We&rsquo;re Chasing
 
 
 
 To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
 
 
 
 The Quest We&rsquo;re On
 
 
 
 To radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Our Everyday Superpowers
 
 
 
 
 👥 Be Customer Obsessed
 
 : &ldquo;Focus on the customer and all else will follow.&rdquo;
 
 
 
 💪 Act with Integrity:
 
 &ldquo;We are honest, ethical, and trustworthy in everything we do.&rdquo;
 
 
 
 🧪 Be Curious and Creative:
 
 &ldquo;We constantly innovate and create solutions to bring a lasting positive impact.&rdquo;
 
 
 
 🏅Lead by Example and Take Ownership:
 
 &ldquo;Be the change you want to see and take ownership.&rdquo;
 
 
 
 🚀 Work Smart and Deliver Results
 
 : &ldquo;You can do more by doing less, better, and faster.&rdquo;
 
 
 
 👨&zwj;💼 It's All About People:
 
 &ldquo;Be a team player; together we are stronger.&rdquo;
 
 
 
 Perks &amp; Worklife Magic At Snoonu
 
 
 
 
 🌐 Global Vibes
 
 &ndash; Collaborate with a worldwide crew.
 
 
 
 🧠 Brain Boosters
 
 &ndash; Learning budgets, access to courses, and tools for your growth.
 
 
 🚒
 
 Builder&rsquo;s Playground
 
 &ndash; Own your tasks, own your path! We&rsquo;re big on autonomy.
 
 
 🏝️
 
 Flexible Time Off
 
 &ndash; We take recharging seriously. Generous leave and wellness policies.
 
 
 🛠️
 
 Agile Everything
 
 &ndash; Scrum isn&rsquo;t a buzzword here. It&rsquo;s how we roll, from product to ops.
 
 
 
 Great Place to Work&reg; Certified
 
 
 
 We&rsquo;re certified as a Great Place to Work&reg;, a recognition that celebrates a culture we&rsquo;ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
 
 
 
 Certified for Excellence
 
 
 
 Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
 
 
 
 Beyond the Code: Giving Back Matters
 
 
 
 We don&rsquo;t just build apps. We&rsquo;re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we&rsquo;re always finding ways to do better&mdash;and we invite you to be a part of that mission.
 
 
 
 Diversity Isn&rsquo;t Just a Buzzword
 
 
 
 At Snoonu, fairness and inclusion are the foundation of everything we do. We&rsquo;re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
 
 
 
 Let&rsquo;s Build the Future Together
 
 
 
 Apply now to join a team where your contributions spark a change and your voice is heard. Let&rsquo;s make some magic together.
 
 
 Stay in the loop&mdash;connect with us on LinkedIn!
</div>

Customer Experience Specialist

Percepta

<div><h3 class="jobSectionHeader">Requisition Title</h3>
: Temporary Lead Customer Experience Specialist (04B9R) 
US-FL-Melbourne<h3 class="jobSectionHeader">
Description</h3>
At Percepta, we bring first-class service across each market we support. As a Lead Customer Experience Specialist in Melbourne, Florida, you&rsquo;ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You&rsquo;ll Be Doing
 
The Lead Customer Experience Specialist (LCXS) will support CX Specialists and customers as the subject matter expert as it relates to product knowledge and customer care. The LCXS will demonstrate high levels of contact center values including problem solving, customer first mentality, and always promoting a sense of family and teamwork. Like the CX Specialist role, the LCSX will support incoming customer inquiries as well as escalated cases while assisting with floor coaching and development.
During a Typical Day, You&rsquo;ll
Employee and Customer Experience<ul>
<li>Promote company and contact center values and culture</li>
<li>Act as employee and customer advocate ensuring a positive experience &ndash; demonstrate proficiency in this area and act as mentor to others</li></ul>
Customer Handling<ul>
<li>Receive and handle escalated customer concerns for the operations</li>
<li>Use common call center telephone and computer technology</li>
<li>Enters and retrieves data</li>
<li>Works in a team</li>
<li>Manage their own work</li>
<li>All the duties of CX Specialist including, but not limited to, providing an exceptional customer experience for customers involving a high level of product or service knowledge, often autonomously acquired; this is accomplished by building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include:<ul>
<li>Vehicle Knowledge and Availability</li>
<li>Price building</li>
<li>Local promotions for the brand</li>
<li>Scheduling test drives, following up with the Dealer the day prior and Customer 2 days after the test drive date</li>
<li>Assist with specifications of vehicle</li>
<li>Assist with customer/Dealer connection</li>
<li>Educate the customer on products and services</li></ul></li>
<li>Uses multiple technologies such as telephony, Internet services and face-to-face contact</li>
<li>Reviews reports, correspondence, and cases</li>
<li>Takes responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions, or customer dissatisfaction</li>
<li>Recognizing when it is appropriate to seek advice or escalate a case to a Team Leader</li>
<li>Deals with queries escalated by CSR&rsquo;s</li>
<li>Records details about customer, case, and vehicle succinctly and accurately in all relevant databases</li>
<li>Deputies for Team Leader when Team Leader is away</li>
<li>Delegates work accordingly</li>
<li>Contributes performance management feedback to CX Operations Supervisor</li>
<li>Provides a leadership element to the team as a coach, mentor, or senior staff member</li>
<li>Communicate resolution/information to customers in a confident and knowledgeable manner</li>
<li>Can resolve and advise on employment issues</li>
<li>Applies Percepta policy and procedure effectively and consistently</li>
<li>Assist in special projects and participate in any other duties as requested</li>
<li>Adheres to the Percepta global values</li>
<li>Act as a resource of all product knowledge and service support</li>
<li>Scheduling activities as required for special events</li>
<li>Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner</li>
<li>Act as a liaison between customer, service support and dealership by following up to ensure customer satisfaction</li>
<li>Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs</li>
<li>Responsible for handling emails and chats</li>
<li>Exhibit strong follow up and organizational skills, in both verbal and written communication</li>
<li>Responsible for resolving customer issues using all available resources, including Dealers, Subject Matter Experts&rsquo;, COM&rsquo;s, Field Service Engineers, and Resolution Specialists</li>
<li>Return all email and voice mail messages promptly and follow up with customers and dealers as committed</li>
<li>Responsible for documenting customer inquiries and concerns</li>
<li>When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include Financial Assistance, Service Plans, Extended Service Plan options, payments, and maintenance plans</li>
<li>Manage financial assistance requests</li>
<li>Participate in business related marketing and sales projects</li>
<li>Ability to meet specified goals as set forth by Performance Expectations</li>
<li>Provide feedback to management for the continued and improved performance of the department to foster positive results and growth</li>
<li>Work as a team player &ndash; assist other team members when in need of support</li>
<li>Other duties as assigned</li>
</ul>What You Bring to the Role
Education
<ul><li>High School Diploma required; Associate&rsquo;s or Bachelor&rsquo;s degree preferred</li></ul>
Experience
<ul><li>Experience, appreciation and/or passion for trucks and/or automotive in general - luxury, function, and utility</li></ul>
<ul><li>2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field</li></ul>
<ul><li>Knowledge of the automotive industry a plus</li></ul>
<ul><li>Experience in a luxury field (hospitality or brand product) a plus</li></ul>
Skills
<ul><li>High level of trust and integrity</li></ul>
<ul><li>Strong verbal and written communication skills</li></ul>
<ul><li>Detailed listening skills</li></ul>
<ul><li>Strong customer service, interpersonal and relationship building skills</li></ul>
<ul><li>Time management and ability to prioritize projects and customer needs</li></ul>
<ul><li>Conflict resolution skills &ndash; listen to the customer</li></ul>
<ul><li>Exercise good service and business judgment with end goal of customer satisfaction</li></ul>
<ul><li>Excellent English language, oral and written, with grammatical knowledge and etiquette</li></ul>
<ul><li>Ability to sway the opinion of others through verbal and/or written correspondence</li></ul>
<ul><li>Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation</li></ul>
<ul><li>Use of technology for product resourcing to resolve customer issues</li></ul>
<ul><li>Typing Skills</li></ul>
<ul><li>Knowledgeable in MS Office, Email, Texting and Chat</li></ul>
<ul><li>Ability to work through multiple computer screens</li></ul>
<ul><li>Ability to work calmly under pressure</li></ul>
<ul><li>Displays professionalism in demeanor, language, and appearance</li></ul>
What You Can Expect
<ul><li>Health/Dental/Vision/Life Insurance</li></ul>
<ul><li>Flexible Spending Account (FSA) and Health Savings Account (HSA)</li></ul>
<ul><li>401(k) with company match</li></ul>
<ul><li>Vacation/Sick Time and Paid Holidays</li></ul>
<ul><li>Tuition Reimbursement</li></ul>
<ul><li>Employee Assistance Program</li></ul>
<ul><li>Employee Discount Program</li></ul>
<ul><li>Training and Development Programs (Percepta College)</li></ul>
<ul><li>Employee Rewards Program (Perci Perks)</li></ul>
A Bit More About Your Role
 
Other<ul>
<li>Call Lead Customer Experience Specialist environment, open 24/7</li>
<li>Must be able to interact with all internal and external departments and contacts</li>
<li>Must represent Percepta professionally with all customers and external organizations and contacts</li>
</ul>About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:<ul>
<li>Lead with humility &ndash; We listen first, lead with empathy, and stay grounded&mdash;so people and ideas have room to grow.</li>
<li>Service beyond self &ndash; We serve others&mdash;clients, customers, and teammates&mdash;with care and integrity in every interaction.</li>
<li>Leave it better &ndash; We take ownership and leave every process, person, and place better than we found it.</li>
<li>Win together &ndash; We succeed as one&mdash;celebrating, supporting, and showing up for each other.</li>
<li>Deliver remarkable &ndash; We go beyond expectations to create bold, meaningful moments that stand out.</li></ul>
Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.</div>

Temporary Lead Customer Experience Specialist

Cognizant

<div>
 Cognizant is a Large IT Consulting Firm that leverages modern technologies to improve a variety of business operations. As our team continues to grow, we are currently looking to hire additional Subject Matter Experts. This role is
 
 On Site
 
 , and all candidates
 
 must reside in the United States
 
 .
 
 
 
 Job Summary
 
 
 
 <ul>
 <li>
 As part of the Enterprise Support Center of Excellence (CoE), you&rsquo;ll drive performance consistency, knowledge alignment, and process improvements across the entire Enterprise Support (ES) group supporting autonomous vehicles.
 </li>
 <li>
 Serve as the bridge between front-line agents and operational leadership, ensuring every interaction reflects established definitions of resolution quality and efficiency.
 
 
 </li>
 </ul>
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Be a Subject Matter Expert
 </li>
 <li>
 Serve as a process and policy expert for ES, including handling escalations and special circumstances, while also handling one-off cases without clear procedures in place, then build new procedures as necessary.
 </li>
 <li>
 Review, evaluate, improve, and maintain currency of knowledge bases, SOPs, and playbooks in collaboration with Operations teams and partner oversight.
 </li>
 <li>
 Dive deep! Analyzing data is going to be a major focus in identifying and tracking improvement opportunities. The more comfortable you are in finding the story behind the numbers, the easier your work will be.
 </li>
 </ul>
 <ul>
 <li>
 Quality Monitoring &amp; Feedback
 </li>
 <li>
 Conduct regular audits of interactions (calls, chats, bugs) and evaluate global performance against both set and proposed quality standards.
 </li>
 <li>
 Deliver structured, actionable feedback to front-line agents and work with the Team Lead and fellow SMEs to track and report improvements.
 
 
 </li>
 </ul>
 Support Enablement
 
 
 <ul>
 <li>
 Assist with onboarding and continuous learning for Enterprise Support agents by providing scenario-based training, job aids, and facilitating workshops.
 </li>
 <li>
 Conduct needs analysis based on support metrics and recommend focus areas for upskilling or retraining.
 </li>
 <li>
 Build relationships with on-site stakeholders. Surface qualitative pain points, create fixes, and then track the results.
 </li>
 </ul>
 <ul>
 <li>
 Maintaining Documentation
 </li>
 <li>
 Research standard operating procedures to identify gaps or outdated information to provide feedback to the client.
 </li>
 <li>
 Assist in providing updates to the internal knowledge base to ensure the articles are kept up to date.
 </li>
 <li>
 Document and communicate procedural issues as they arise and provide real-time information to the operations teams.
 </li>
 </ul>
 <ul>
 <li>
 Data Interpretation &amp; Reporting
 </li>
 <li>
 Analyze quantitative performance data (CSAT, AHT, QA scores) and provide insights for performance improvement.
 </li>
 <li>
 Identify systemic issues based on quantitative and qualitative trends, then bring those issues to the team. Figure out what attention those issues need and find an optimal resolution.
 
 
 </li>
 </ul>
 Collaboration &amp; Special Projects
 
 
 <ul>
 <li>
 Work cross-functionally with Operations, QA, and partner teams to initiate and contribute to process pilots, project proposals, and policy updates.
 </li>
 <li>
 Got a special idea? Own it. Secure stakeholder approval and your project becomes your work with your name on it. Build your reputation.
 </li>
 </ul>
 <ul>
 <li>
 Who are we looking for?
 </li>
 <li>
 This isn&rsquo;t a job for button pushers. Our SMEs are intended to be a driving force for the CoE, lifting performance for hundreds of agents. To achieve that, you&rsquo;ll need to think outside the box, ask questions, discover significance in data that everyone else has missed, figure out how to leverage your insights, propose a course of action to achieve that across an international team, deliver real business impact, then ensure those improvements are stable.
 </li>
 <li>
 It&rsquo;s a bilingual world! English and Spanish fluency will definitely elevate your hiring profile.
 </li>
 <li>
 We&rsquo;re going 24/7 and that flexibility is essential as the CoE eyes expansion in the near future!
 </li>
 </ul>
 <ul>
 <li>
 What past experience stands out?
 </li>
 <li>
 We are looking for professionals with three to five years in autonomous operations, IT help desk, or emergency dispatch roles. Familiarity with the autonomous vehicle world, the ability to engage in structured, technical thinking, and the instinct to take decisive action are at the top of our wish list.
 </li>
 <li>
 If your professional history stacks well with the above but isn&rsquo;t an exact match, reach out anyway. We absolutely want to hear from you.
 </li>
 </ul>
 <ul>
 <li>
 What will serve me well as a SME in the day-to-day?
 </li>
 <li>
 You won&rsquo;t be surprised to hear being detail-oriented is a must. We&rsquo;re improving a precision machine and the details matter; excellent communication skill required.
 </li>
 <li>
 Are you able to provide constructive feedback and gain buy-in from those outside your immediate organization? We&rsquo;re a new shop and while we&rsquo;re building something incredible, not everyone knows us yet. Be a part of that and bring professionals you haven&rsquo;t met yet along for the ride.
 </li>
 </ul>
 <ul>
 <li>
 What tools will I be using?
 </li>
 <li>
 CRM experience, especially Salesforce, is a huge help.
 </li>
 <li>
 Our partner uses custom tooling, so lived experience learning proprietary systems counts here, too.
 </li>
 <li>
 You may not be surprised to hear that familiarity with GSuite apps will go a long way. Advanced users stand out here!
 
 
 </li>
 </ul>
 
 Required Skills And Experience
 
 
 
 <ul>
 <li>
 Experience: 3&ndash;5 years in customer support or quality analyst roles, preferably in logistics, ride-sharing, or high-volume support environments. Should have experience in call center management.
 </li>
 <li>
 Expertise: Strong grasp of QA frameworks, escalation processes, customer service best practices, and basic Scripting.
 </li>
 <li>
 Skills: Detail-oriented, excellent written/verbal communication, ability to coach and influence without authority.
 </li>
 <li>
 Tools: Zendesk, Salesforce, QA platforms (e.g., Playvox, MaestroQA), Google Sheets/Excel, Notion/Confluence.
 </li>
 <li>
 Traits: Empathetic, analytical, solutions-focused, team-oriented.
 
 
 </li>
 </ul>
 
 Salary And Other Compensation
 
 
 
 Applications will be accepted until
 
 April 17th, 2026
 
 .
 
 
 The hourly rate for this position is
 
 $21-$25 per hour
 
 ,
 
 depending on experience and other qualifications
 
 of the successful candidate.
 
 
 This position is also eligible for Cognizant&rsquo;s discretionary annual incentive program, based on performance and subject to the terms of Cognizant&rsquo;s applicable plans.
 
 
 
 Benefits:
 
 Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
 
 
 <ul>
 <li>
 Medical/Dental/Vision/Life Insurance
 </li>
 <li>
 Paid holidays plus Paid Time Off
 </li>
 <li>
 401(k) plan and contributions
 </li>
 <li>
 Long-term/Short-term Disability
 </li>
 <li>
 Paid Parental Leave
 </li>
 <li>
 Employee Stock Purchase Plan
 
 
 </li>
 </ul>
 
 Disclaimer:
 
 The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
 
 
 
 
 Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
 
 
 
 
 
 The Cognizant Community
 
 
 
 We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
 
 
 Cognizant is a global community with more than 300,000 associates around the world.
 
 
 We don&rsquo;t just dream of a better way &ndash; we make it happen.
 
 
 We take care of our people, clients, company, communities and climate by doing what&rsquo;s right.
 
 
 We foster an innovative environment where you can build the career path that&rsquo;s right for you.
 
 
 
 About Us
 
 
 
 Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World&rsquo;s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
 
 
 Cog2025
</div>

Customer Experience Specialist - Call Center

سواعد للتوظيف | Sawaid Recruitment

<div>
 
 
 Role Overview
 
 
 
 You will be responsible for designing, analyzing, and improving end-to-end customer journeys across all touchpoints. This role focuses on identifying pain points, optimizing processes, and driving initiatives that enhance overall customer satisfaction and loyalty.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Design and maintain customer journey maps across key products and services.
 </li>
 <li>
 Analyze customer data, feedback, and behavioral insights to identify improvement opportunities.
 </li>
 <li>
 Identify pain points, service gaps, and moments of truth in the customer journey.
 </li>
 <li>
 Collaborate with cross-functional teams to implement CX improvements.
 </li>
 <li>
 Develop and standardize customer experience frameworks, guidelines, and best practices.
 </li>
 <li>
 Monitor and report on CX performance metrics and trends.
 </li>
 <li>
 Lead or support CX transformation initiatives and projects.
 </li>
 <li>
 Conduct workshops and stakeholder sessions to align on customer-centric strategies.
 </li>
 <li>
 Ensure consistency of experience across all customer touchpoints.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Marketing, or a related field.
 </li>
 <li>
 2-5 years of experience in Customer Experience, Quality, or similar roles.
 </li>
 <li>
 Practical understanding of customer journey mapping methodologies and tools.
 </li>
 <li>
 Knowledge in measuring and analyzing customer satisfaction metrics (CSAT - NPS - CES).
 </li>
 <li>
 Strong analytical skills with ability to interpret data and insights.
 </li>
 <li>
 CCXP or Lean Six Sigma (Green Belt) certification is highly preferred.
 </li>
 </ul>
</div>

Customer Experience Quality Specialist

Gathern | جاذر إن

<div>
 Serve as a subject matter expert within the Host Experience team, leading specific initiatives such as loyalty program deployment, claims resolution and professional host engagement. Support the manager in driving host happiness and retention.
 
 
 
 Accountabilities :
 
 
 
 <ul>
 <li>
 Design and implement the Host Loyalty Program in partnership with the manager
 </li>
 <li>
 Manage the claims process, ensuring fair and timely compensation for hosts
 </li>
 <li>
 Coordinate the Host Advisory Board, organizing sessions and tracking action items
 </li>
 <li>
 Analyze host feedback and usage metrics to identify areas for app enhancements
 </li>
 <li>
 Develop tailored experiences and support packages for professional hosts (5+ units)
 </li>
 <li>
 Support onboarding and ongoing training for new hosts, ensuring consistent engagement
 </li>
 <li>
 Track host happiness and retention metrics, reporting insights to leadership
 </li>
 <li>
 Partner with the guest experience team on policy reviews and unified service initiatives
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business, Hospitality or related field
 </li>
 <li>
 4+ years' experience in customer/host experience or operations roles
 </li>
 <li>
 Experience in program management or product management
 </li>
 <li>
 Proficiency in analyzing data and using CRM/digital tools
 </li>
 <li>
 Strong interpersonal and communication skills
 </li>
 </ul>
</div>

Customer Experience Senior Specialist

Gathern

<div>Serve as a subject matter expert within the Host Experience team, leading specific initiatives such as loyalty program deployment, claims resolution and professional host engagement. Support the manager in driving host happiness and retention.
Accountabilities :
<ul><li>Design and implement the Host Loyalty Program in partnership with the manager.</li><li>
Manage the claims process, ensuring fair and timely compensation for hosts.</li><li>
Coordinate the Host Advisory Board, organizing sessions and tracking action items.</li><li>
Analyze host feedback and usage metrics to identify areas for app enhancements.</li><li>
Develop tailored experiences and support packages for professional hosts (5+ units).</li><li>
Support onboarding and ongoing training for new hosts, ensuring consistent engagement.</li><li>
Track host happiness and retention metrics, reporting insights to leadership.</li><li>
Partner with the guest experience team on policy reviews and unified service initiatives.</li></ul> 

Requirements 
<ul><li>
Bachelor&rsquo;s degree in Business, Hospitality or related field.</li></ul><ul><li>
4+ years&rsquo; experience in customer/host experience or operations roles.</li><li>
Experience in program management or product management.</li><li>
Proficiency in analyzing data and using CRM/digital tools.</li><li>
Strong interpersonal and communication skills.</li></ul></div>

HRPSP - Your Strategic HR Partner

We&rsquo;re Hiring: Customer Service Specialist &ndash; Social Media DomainLocation: Islamabad Salary: PKR 37,000 + Performance-Based IncentivesAre you a skilled communicator with a passion for delivering top-tier customer support via social platforms? We&rsquo;re looking for a Customer Service Specialist to join our growing team!Key Responsibilities:<ul><li>Respond promptly to customer inquiries via Social Media &amp; Email</li><li>Deliver personalized and empathetic customer service</li><li>Understand customer needs and offer effective solutions</li><li>Escalate unresolved issues to supervisors as needed</li><li>Maintain accurate records of interactions and transactions</li><li>Share feedback to enhance customer experience and internal processes</li></ul>Requirements:<ul><li>Graduate (Bachelor&rsquo;s degree)</li><li>Experience in social media-based customer service is a plus</li><li>Excellent English writing &amp; communication skills</li><li>Strong multitasking ability in a fast-paced environment</li><li>Problem-solving mindset with creative thinking</li><li>Self-motivated and able to work with minimal supervision</li><li>Willing to work flexible hours, including weekends/holidays</li><li>Familiar with CRM tools and live chat software</li></ul>Job Type: Full-timePay: From Rs37,000.00 per monthWork Location: In person

Customer Service Specialist – Social Media Domain

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Customer Service Specialist – Social Media Domain