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Customer Experience Specialist

hace 2 meses

Xico, México Emma – The Sleep Company A tiempo completo

**Job Summary**

We are seeking a highly skilled and experienced Customer Happiness Coordinator to join our team at Emma – The Sleep Company. As a key member of our Contact Center, you will be responsible for ensuring smooth daily operations and providing exceptional customer experiences.

**Key Responsibilities:**

  • Act as the primary point of contact between Emma and our Contact Center, ensuring seamless communication and resolving customer inquiries in a timely manner.
  • Develop and implement performance monitoring and reporting systems to track Contact Center metrics and identify areas for improvement.
  • Design and deliver training programs to enhance the knowledge and skills of our Contact Center team, ensuring they are equipped to provide exceptional customer service.
  • Manage escalations and ensure timely resolution, communicating effectively with customers and internal stakeholders.
  • Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes to enhance customer experience.

**Requirements:**

  • Fluent English language skills.
  • Passionate about delivering exceptional customer experiences and converting customers into brand ambassadors.
  • Minimum 1 year of practical work experience in customer service.
  • Strong analytical skills and a structured approach to work.
  • Ability to work independently and take ownership of responsibilities.

**What We Offer:**

  • A combination of personal and company growth opportunities to accelerate your career and achieve your goals.
  • The chance to work on exciting and challenging projects, either independently or as part of a dedicated international team.
  • Wellbeing activities and a hybrid home office policy.
  • Flexible schedules and a pet-friendly office environment.
  • A competitive monthly salary, pantry, and restaurant vouchers, and benefits exceeding industry standards.