Customer experience specialist

About the Role:

The Customer Experience Specialist plays a crucial role in ensuring exceptional customer experiences by delivering personalized and attentive service throughout the customer’s journey. They focus on building positive relationships with customers, understanding their needs, and providing solutions to meet or exceed their expectations. The Customer Experience Specialist collaborates with cross-functional teams to enhance customer satisfaction, resolve issues, and drive customer loyalty. They actively listen to customer feedback, identify opportunities for improvement, and implement strategies to optimize the overall customer experience.



Requirements:

Interacting with customers via phone to address inquiries, provide information, handling billing or payment inquiries and resolve concerns.
Identifying and assessing customer needs to offer appropriate solutions and recommendations.
Resolving customer complaints and conflicts effectively and efficiently, striving to achieve customer satisfaction.
Maintaining accurate and detailed customer records, including contact information, interactions, and issue resolution.
Collaborating with other departments to ensure prompt and accurate responses to customer inquiries or issues.
Keeping up to date with legal knowledge, company policies, and USCIS updates to provide accurate and relevant information to customers.
Escalating complex or unresolved customer issues to higher-level support or management as necessary.
Contributing to the development and improvement of customer experience processes, policies, and procedures.


Skills:

Excellent Communication Skills
Prior Customer Service Experience
Ability to sit for long periods of time
Ability to meet KPI’s
Bilingual in English and Spanish
Customer Focus
Problem-Solving Abilities
Soft Skills
Product or Service Knowledge
Adaptability and Flexibility
Computer and Technology Skills
Time Management and Multitasking
Teamwork and Collaboration
Results Driven

Profesional

Universitaria

Comercio internacional

Administración de negocios

2 años de experiencia

1 Vacante