Customer Experience Specialist

What you will do:-

Manage and Resolve all Voice related account issues

• Coordinate with vendors/ service partners
• Manage Various Logistics Processes
• Escalate all unresolved issues to management
• Closure within SLA

Customer Engagement Center

• Perform assessment for all complaints and recommend a required action.
• Assist management to resolve all issues efficiently.
• Coordinate with external vendors to resolve all issues and provide appropriate response.

Reports

• Prepare required reports for resolutions provided.
• Maintain records of all status, develop and maintain professional relationships with vendors and internal stakeholders.

QA Process

• Support in establishing QA process with the Service provider that targets improvement on Call/ Email handling and quality of service provided.
• Ensuring a desirable agent NPS is consistently maintained on the voice channel.

Training

• Provide training for new SOPs and Brand Updates.
• Oversee complaints and request tickets received for all Retail brands.
• Support in CX initiatives and project launches

Skills

Required Skills to be successful:

Minimum Experience and Knowledge: 4+ Years of experience in Customer Experience field from a Retail industry.

Proven experience in customer service, support, or a related role. Knowledge and experience in CRM software.

Ability to maintain a global mind set with strong collaboration approach with peers and stakeholders

Flexible and able to adjust to changing priorities or requirements in a fast-paced environment

Great organizational and time management abilities

Strong communication and interpersonal skills.

Business acumen & market understanding

Problem Solving

Analytical Skill

What equips you for the role:

Diploma /Graduation

4-5 years of experience in similar field.

CRM system

MS Excel, Powerpoint and Outlook knowledge