Job Description

The Customer Experience Specialist serves as the voice of the customer within the organization. This role ensures that customer issues, feedback, and insights are captured, analyzed, and translated into actions that improve overall service quality. The specialist follows up on escalated cases, coordinates with internal teams, and works to enhance the end-to-end customer journey.

Requirements

Escalation & Issue Management

Handle and monitor customer escalations and ensure timely resolution. Follow up with internal teams to guarantee issues are addressed and closed. Provide clear and professional updates to customers throughout the resolution process.

2. Customer Journey Improvement

Review and assess customer interactions across all touchpoints. Identify friction points and recommend improvements. Support the development of better processes, policies, and service workflows.

3. Feedback Collection & Analysis

Analyze customer feedback, surveys, reviews, and ratings. Identify trends, recurring issues, and areas of opportunity. Prepare regular reports highlighting insights and improvement suggestions.

4. Cross-Functional Collaboration

Work closely with departments such as Operations, Product, Technology, Sales, and Support. Ensure customer concerns are prioritized and acted upon. Facilitate communication between teams to maintain a unified customer experience.

5. Service Quality Enhancement

Contribute to initiatives that improve service consistency and customer satisfaction. Support quality audits, customer journey mapping, and root-cause investigations. Participate in launching new services or updates while ensuring customer needs are represented.

Qualifications

1-3 years of experience in Customer Experience, Support, Operations, or a related field. Strong communication skills, both written and verbal. Ability to analyze data and identify patterns. Highly organized with strong follow-up skills. Customer-focused mindset and problem-solving abilities. Proficiency in using CRM or customer support tools is a plus.

Benefits

Private Health Insurance * Performance Bonus