Customer Experience Specialist

Job Purpose To deliver an excellent and consistent customer experience across all customer touchpoints by managing inquiries, complaints, feedback, and service requests efficiently. The role aims to improve customer satisfaction, strengthen customer relationships, support customer retention, and provide actionable insights that help the business improve its products and services. Key Responsibilities: Customer Service & Relationship Management • Serve as a primary point of contact for customer inquiries, requests, and complaints across telephone, email, WhatsApp, social media, and other communication channels. • Respond to customer inquiries promptly and professionally, ensuring accurate and consistent information. • Follow up on customer requests until resolution and keep customers informed of progress. • Coordinate with Sales, Distribution, Logistics, Finance, Quality, and other relevant departments to resolve customer issues. • Maintain a customer-focused approach that builds trust and long-term relationships. Customer Experience Management • Monitor customer feedback and identify recurring issues affecting the customer journey. • Collect and analyze customer feedback through surveys, direct interactions, and other channels. • Support initiatives to improve customer satisfaction, loyalty, and retention. • Identify opportunities to simplify customer interactions and improve service quality. • Ensure consistent customer experience across different touchpoints and regions. Customer Data & Reporting • Maintain accurate customer interaction records in the CRM or designated customer management system. • Prepare regular reports on inquiry volumes, response times, complaint resolution, customer satisfaction, and recurring issues. • Analyze customer feedback to identify trends and recommend corrective actions. • Maintain customer confidentiality and comply with company policies on data protection. Cross-Functional Collaboration • Work closely with Sales and Distribution teams to support customer inquiries related to products, orders, delivery, and availability. • Coordinate with Quality and Technical teams on product-related complaints and technical inquiries. • Support Marketing in customer engagement campaigns, satisfaction surveys, and customer communication initiatives. • Share customer insights with relevant stakeholders to improve products, services, and internal processes. Qualifications & Experience: • 1-3 years of relevant experience in marketing execution. • Bachelor’s degree in Marketing, Business Administration, or related field. Show more Show less

Key Responsibilities: Customer Service & Relationship Management - Serve as a primary point of contact for customer inquiries, requests, and complaints across telephone, email, WhatsApp, social media, and other communication channels. - Respond to customer inquiries promptly and professionally, ensuring accurate and consistent information. - Follow up on customer requests until resolution and keep customers informed of progress. - Coordinate with Sales, Distribution, Logistics, Finance, Quality, and other relevant departments to resolve customer issues. - Maintain a customer-focused approach that builds trust and long-term relationships. Customer Experience Management - Monitor customer feedback and identify recurring issues affecting the customer journey. - Collect and analyze customer feedback through surveys, direct interactions, and other channels. - Support initiatives to improve customer satisfaction, loyalty, and retention. - Identify opportunities to simplify customer interactions and improve service quality. - Ensure consistent customer experience across different touchpoints and regions. Customer Data & Reporting - Maintain accurate customer interaction records in the CRM or designated customer management system. - Prepare regular reports on inquiry volumes, response times, complaint resolution, customer satisfaction, and recurring issues. - Analyze customer feedback to identify trends and recommend corrective actions. - Maintain customer confidentiality and comply with company policies on data protection. Cross-Functional Collaboration - Work closely with Sales and Distribution teams to support customer inquiries related to products, orders, delivery, and availability. - Coordinate with Quality and Technical teams on product-related complaints and technical inquiries. - Support Marketing in customer engagement campaigns, satisfaction surveys, and customer communication initiatives. - Share customer insights with relevant stakeholders to improve products, services, and internal processes.