Customer Experience Specialist
- Team Computers
- 3 - 6 years
- Delhi, NCR
- 8 months ago
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Job Description
Job Title: Customer Experience Specialist
Job Description:
We are seeking a dedicated Customer Experience Specialist to join our team. The CX specialist will play a vital role in ensuring outstanding customer satisfaction and loyalty by delivering a smooth and positive experience across all touchpoints. The ideal candidate will excel at understanding customer needs, addressing concerns, and implementing strategies to improve the overall customer journey.
Key Responsibilities:
- Collect and analyze customer feedback through surveys, interviews, and feedback forms.
- Communicate professionally and promptly with customers via email, phone, chat, and social media to understand and address their concerns.
- Identify patterns and trends to enhance customer satisfaction.
- Share actionable insights with management to guide improvements.
- Collaborate with cross-functional teams to improve processes and resolve customer pain points.
- Track customer experience metrics (e.g., NPS, CSAT, CES) and recommend strategies for improvement.
- Prepare and present periodic reports on customer satisfaction and retention metrics.
- Address potential churn risks proactively by resolving customer concerns.
- Support the marketing team with tasks such as reaching out to customers for video testimonials and inviting them to marketing events.
Requirements:
- Experience: Prior experience in customer service, customer experience, or a similar role is preferred.
- Skills:
- Strong communication and interpersonal skills.
- Excellent problem-solving and conflict-resolution abilities.
- Empathy and a customer-focused mindset.
Job Classification
Industry: Hardware & NetworkingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: Team ComputersLocation(s): Delhi, NCR
Keyskills: Customer Experience Customer Satisfaction CSAT Customer Experience Management
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Team Computers
Team Computers Pvt. Ltd. Team Computers Pvt. Ltd. Incorporated in 1987, Team has completed 31 successful years of building trust and has emerged as a leading IT solutions provider, supporting more than 1800 customers across the country. At Team, we look at ourselves as a bridge between the wo...
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