Customer Experience Specialist
1 month ago
Job Overview
Neksjob is a dynamic organization seeking an experienced Customer Service Analyst to join our team. This role plays a vital part in ensuring customer service operations are efficient, effective, and aligned with business objectives.
Responsibilities:
- Receive and log internal and/or external customer problems/requests/issues and ensure proper documentation.
- Analyze customer data, identify trends, and provide actionable insights to enhance the overall customer experience.
- Serve as a bridge between raw data and strategic business decisions, enabling organizations to deliver exceptional service to their clients.
- Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.
- Demonstrate understanding of the customer's business needs or market and maintain high customer satisfaction ratings.
- Develop and maintain knowledge of order entry, incident management, and knowledge management tools, client information systems, and service desk procedures.
- May perform follow-up on incidents with customers to ensure customer satisfaction.
- May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
- May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
- May complete outbound customer contacts to resolve customer issues or recommend products or services.
Job Qualifications
- Graduate or undergraduate degree.
- At least 2 years of BPO Sales Coach experience.
- Experience in managing a team of agents and exhibiting skills in team, performance, SLA, and operations management.
- Willingness to work cyclical shift times and days.
- Highly motivated and able to work well with peers, stakeholders, and clients.
Compensation and Benefits
Neksjob offers a competitive salary range of $45,000 - $65,000 per year, based on experience and qualifications. Additionally, our employees enjoy a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
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