Customer Experience Excellence Specialist
1 week ago
Job Title: Customer Experience Excellence Specialist
This role plays a vital part in maintaining company standards and delivering exceptional customer experiences within Operations.
Key Responsibilities:
- Evaluate customer interactions across multiple channels to ensure service excellence and alignment with company policies and procedures.
- Analyze agent performance to identify trends, patterns, and areas for improvement, providing recommendations to enhance overall customer satisfaction and team efficiency.
- Develop and improve quality assurance guidelines and procedures for customer support and back office processes.
- Cross-functional collaboration with the customer support and back office teams, training, and documentation, and leadership to implement quality improvement initiatives.
Requirements:
- Minimum 2-3 years of experience in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
- Strong analytical skills to review and analyze customer interactions and audit histories.
- Familiarity with QA and CRM tools, such as Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM.
Benefits:
You will have the opportunity to work in a dynamic environment and contribute to the success of our customers.
Others:
Please note that we are looking for highly motivated individuals who can adapt quickly to new situations.
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