Customer Experience Specialist

Key Responsibilities

• Handle customer inquiries, requests, complaints, and feedback through appropriate communication channels.


• Provide timely, accurate, and professional responses to customer issues and service-related matters.


• Coordinate with internal departments such as sales, operations, logistics, or finance to resolve customer concerns effectively.


• Monitor and follow up on open cases to ensure issues are resolved within agreed timelines.


• Maintain accurate records of customer interactions, complaints, actions taken, and outcomes.


• Support order processing, service delivery coordination, and after-sales follow-up where required.


• Gather and analyze customer feedback to support continuous improvement initiatives.


• Build and maintain positive relationships with customers to strengthen satisfaction and loyalty.


• Prepare regular reports on customer issues, service performance, and trends for management review.


• Ensure compliance with company policies, service standards, and relevant procedures.


• Handle customer complaints and work with internal team to investigate root causes and provide solutions or corrective action within the time limits and follow up to ensure resolution


• Participate in night calls if any with US headquarters as required


• Ad-hoc duties as assigned by supervisor

Requirements

• Diploma or degree in Business Administration, Customer Service, Communications, or a related field


• Relevant experience in customer service or customer experience, or a similar role


• Good problem-solving, complaint-handling, and conflict-resolution abilities.


• Customer-focused mindset with a professional and positive attitude


• Proficient in Microsoft Office and customer service systems or CRM tools


• Strong organizational skills and attention to detail


• Ability to work independently and collaboratively with cross-functional teams

This job description is not intended to cover every detail, or every aspect of the job identified.  Other duties may and will be assigned based upon the workload and needs of the department.