Customer Experience Assurance Specialist

hace 1 semana


Xico, México Opentable A tiempo completo

About OpenTable

As a leading provider of online restaurant reservations and table management solutions, OpenTable is dedicated to helping restaurants, bars, and other venues deliver exceptional customer experiences. With a strong presence in the hospitality industry, we strive to provide innovative solutions that drive business growth and customer satisfaction.

The Role

We are seeking a highly skilled Customer Experience Assurance Specialist to join our team. In this role, you will play a critical part in ensuring our customers receive high-quality service and have a positive experience throughout their interactions with our products and services.

Key Responsibilities

  • Monitor and analyze customer interactions with our AI tool to identify areas for improvement
  • Ensure a consistent customer experience and adherence to company standards
  • Find opportunities for efficiencies and to streamline processes, and deliver a seamless and satisfying customer experience
  • Review customer experience reports, make recommendations, and help implement modifications
  • Partner with the CX Data Analyst to deliver detailed reports highlighting key findings, trends, and actionable recommendations
  • Summarize and report on feedback trends and patterns to inform decision-making and drive improvement
  • Build positive working relationships within the team and our various partners

Requirements

  • Effective communicator, both verbal and written
  • Love to participate in discussions and share your ideas and opinions
  • The ability to clearly understand and state the issues present
  • Resourceful and a creative problem solver, using good judgment and logic
  • Proactive, organized and thorough
  • 6+ months experience in a Quality Assurance role or equivalent experience
  • Excellent professional written and verbal communication skills
  • Work successfully in a team environment as well as independently
  • Ability to quickly learn and understand user interfaces of multiple websites
  • Effective problem-solving skills including decision-making, time management & immediate prioritization of tasks as assigned
  • Previous experience with AI tools focused on customer experience is a plus

What We Offer

  • OpenTable provides Mexican Social Security
  • Christmas Bonus - 30 days
  • Paid Time Off - 20 days a year
  • Vacation Premium - 25%
  • Parental Leave
  • Bereavement Leave - 3 days
  • Marriage leave - 3 days
  • Bonuses
  • Dental Insurance & Life Insurance
  • Major Medical Insurance

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.



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