Job Description

We are looking for a highly skilled

Customer Experience Specialist

with over

3 years of experience

to join our team. The ideal candidate will be responsible for enhancing customer satisfaction, improving service processes, and ensuring that every customer interacts with our brand in a positive and seamless way.


In this role, you will analyze customer journeys, manage inquiries and complaints, collaborate with cross-functional teams, and develop strategies that elevate the overall customer experience. You will play a key part in identifying gaps, implementing improvements, and maintaining strong relationships with our customers.

Key Responsibilities

Manage and oversee customer interactions across all channels to ensure a consistent and high-quality experience. Handle customer inquiries, complaints, and escalations, ensuring timely and effective resolution. Monitor customer satisfaction metrics (NPS, CSAT, CES) and provide regular reports and insights. Analyze customer journeys to identify pain points and recommend improvements. Collaborate with product, operations, and marketing teams to implement customer-focused enhancements. Develop and update customer service policies, procedures, and communication guidelines. Train and support internal teams on customer experience best practices. Conduct regular feedback surveys and track customer sentiment. Ensure all customer touchpoints reflect the company's brand and service standards.

Job Requirements for Customer Service Role at RWG in the Marketing Department:

To be considered for the Customer Service role at RWG in the Marketing department, candidates must meet the following requirements:

Bachelor's degree in a relevant field Minimum

3+ years of experience

in Customer Experience, Customer Support, or a similar role. Strong communication skills, both written and verbal Proficiency in computer skills and knowledge of relevant software * Demonstrated flexibility and ability to adapt to changing situations