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Customer Experience Enhancement Specialist

hace 2 meses

Ciudad de México, Ciudad de México Cognizant A tiempo completo

Job Summary

We are seeking a highly skilled Customer Experience Enhancement Specialist to join our Cognizant team. As a key member of our CHD team, you will play a critical role in enhancing customer experiences across multiple channels.

Key Responsibilities

  1. Customer Feedback Analysis: Lead initiatives to gather and analyze customer feedback to improve service quality, identifying areas for improvement and developing strategies to address customer concerns.
  2. Service Strategy Implementation: Oversee the implementation of customer service strategies across various channels, ensuring seamless service delivery and consistent customer experiences.
  3. Operational Efficiency: Collaborate with store operations to ensure efficient service delivery, identifying opportunities for process improvements and implementing changes to enhance operational efficiency.
  4. Customer Service Support: Provide support to store operations to ensure consistent service delivery, addressing customer complaints and resolving issues in a timely manner.
  5. Performance Monitoring: Monitor and report on key performance indicators related to customer service and store operations, identifying trends and areas for improvement.
  6. Process Improvement: Develop and implement process improvements to enhance operational efficiency, ensuring compliance with company policies and procedures.
  7. Training and Development: Conduct regular training sessions for staff to improve customer service skills, ensuring that all team members are equipped to provide exceptional customer experiences.
  8. Customer Complaint Resolution: Manage customer complaints and resolve issues in a timely manner, ensuring that customer concerns are addressed and resolved to their satisfaction.
  9. Customer Voice Analysis: Utilize customer voice data to identify trends and areas for improvement, developing strategies to address customer concerns and enhance service quality.
  10. Initiative Development: Support the development of new customer service initiatives and programs, collaborating with cross-functional teams to enhance multi-channel customer experiences.
  11. Service Standard Alignment: Coordinate with store managers to ensure alignment of service standards, ensuring that all team members are equipped to provide exceptional customer experiences.
  12. Continuous Improvement: Drive continuous improvement in customer satisfaction scores, identifying opportunities for improvement and implementing changes to enhance service quality.

Qualifications

  1. Analytical Skills: Possess strong analytical skills to interpret customer feedback data, identifying trends and areas for improvement.
  2. Communication Skills: Demonstrate excellent communication skills for effective customer interactions, ensuring that all customer concerns are addressed and resolved to their satisfaction.
  3. Service Strategy Knowledge: Have a solid understanding of multi-channel customer service strategies, ensuring that all team members are equipped to provide exceptional customer experiences.
  4. Technical Skills: Show proficiency in using customer service software and tools, ensuring efficient service delivery and consistent customer experiences.
  5. Problem-Solving Skills: Exhibit strong problem-solving abilities to address customer issues, ensuring that all customer concerns are addressed and resolved to their satisfaction.
  6. Attention to Detail: Be detail-oriented with a focus on process improvement, ensuring that all processes are efficient and effective.
  7. Customer-Centric Mindset: Display a customer-centric mindset with a passion for enhancing service quality, ensuring that all team members are equipped to provide exceptional customer experiences.