Customer Experience Specialist

Overview of the Role

The Customer Experience Specialist is a vital member of our team responsible for delivering exceptional service and support to our customers. As a Junior-level professional, you will play a key role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing a seamless experience across all touchpoints. This role requires a proactive approach, excellent communication skills, and a genuine passion for enhancing customer relationships. Based in the AE region, you will collaborate with various departments to uphold our commitment to outstanding service standards and contribute to the continuous improvement of the customer journey.

Key Responsibilities

• Customer Support & Engagement: Act as the first point of contact for customer inquiries via phone, email, or live chat, providing timely and accurate assistance to resolve issues and answer questions.
• Issue Resolution: Diagnose and troubleshoot customer concerns, escalating complex problems to appropriate departments while maintaining ownership until resolution.
• Product & Service Knowledge: Maintain up-to-date knowledge of our products, services, and policies to effectively inform and guide customers, ensuring they receive comprehensive support.
• Customer Feedback Collection: Gather and document customer feedback to identify common issues and areas for improvement, contributing to ongoing service enhancements.
• Documentation & Record Keeping: Accurately record all customer interactions, inquiries, and resolutions in the CRM system to ensure data integrity and facilitate follow-up actions.
• Collaboration with Teams: Work closely with sales, technical support, and other relevant departments to ensure a cohesive customer experience and timely resolution of issues.
• Adherence to Policies & Procedures: Follow company guidelines and compliance standards to deliver consistent and professional service at all times.
• Continuous Improvement: Participate in training sessions and team meetings to enhance skills, stay informed about new offerings, and contribute ideas for improving customer service processes.