Customer Experience Specialist
hace 1 semana
**Job Summary**
This role is responsible for enhancing customer satisfaction and resolving a variety of moderately complex issues while collaborating 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 retention and satisfaction.
**Responsibilities**
- Handles and resolves customer issues in a timely and satisfactory manner.
- Maintains clear and proactive communication with customers and channel partners regarding returns requests and credit issuance status.
- Maintains detailed records of customer interactions and support activities for reporting and future reference.
- Supports the development of strategies to enhance customer retention, loyalty, and satisfaction.
- Collaborates with cross-functional teams to facilitate efficient issue resolution and process improvements.
- Collects and analyzes customer feedback to identify trends and areas for improvement in products and services.
- Ensures adherence to organizational policies and procedures related to customer engagement and support activities.
**Education & Experience**
- Four-year or graduate degree in business administration, economics, sales, marketing, or a related discipline, or commensurate work experience or demonstrated competence.
- Typically has 2-4 years of work experience in customer relationship management, customer service, or a related field.
**Preferred Certifications**
- Certified Sales Operations Professional (CSOP)
**Knowledge & Skills**
- Strong knowledge of S/4HANA or ability to quickly grasp its functionality.
**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.
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