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Customer Experience Representative

hace 2 meses

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

Job Summary:

This role is responsible for enhancing the customer experience and handling a variety of issues and concerns while working closely with cross-functional teams. The role maintains positive customer relationships, gathers and analyzes feedback, and tracks key performance metrics to share insights with management. The role participates in training, adheres to policies and procedures, and contributes to process improvements to ensure customer satisfaction and retention.

Key Responsibilities:

  • Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
  • Maintains clear, proactive, and timely communication with customers and channel partners regarding returns requests and credit issuance status, as well as updates on any issues or inquiries.
  • Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
  • Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience at all touchpoints.
  • Collaborates effectively with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
  • Collects and analyzes customer feedback to identify trends, pain points, and areas for improvement in products, services, and processes, and provides feedback to relevant teams.
  • Maintains relationships with vendors and channel partners, ensuring smooth collaboration and effective communication to meet customer needs.
  • Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
  • Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
  • Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.

Requirements:

  • Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
  • Typically has 2-4 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field or an advanced degree with little or no work experience.

Preferred Certifications:

  • Certified Sales Operations Professional (CSOP)

Knowledge & Skills:

  • Strong knowledge of S/4HANA or ability to quickly grasp functionality of S/4HANA

Cross-Org Skills:

  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity

Impact & Scope:

  • Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity:

  • Responds to routine issues within established guidelines.