Customer Experience Specialist

Job Description

The role of a customer experience (CX) specialist is to ensure that the telesales/customer service agent follows a buyer-centric approach and delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey. A customer experience specialist is responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management and so on, in order to keep fine-tuning the customer’s experience.
Responsibilities

• Report and analyze customer experience in all touch points
• Observe average of 7 calls per telesales and call centre agent
• Monitor and validate efficiency of created orders by sales
• Conduct ongoing training with new findings to telesales and call centre
• Send on the spot feedback whenever needed to concerned departments
• Analyze data on metabase and follow up on actions needed.