Senior Customer Experience Specialist-1574

Responsible for delivering exceptional service to customers, managing complex inquiries, resolving escalated issues, and driving continuous improvement initiatives that enhance the overall customer experience. This role serves as a key liaison between customers and internal teams to ensure timely and effective resolution of customer needs.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, concerns, and escalations.
• Build and maintain strong relationships with customers to ensure a positive experience.
• Investigate and resolve complex customer issues in a timely and professional manner.
• Collaborate with cross-functional teams including Operations, Sales, Supply Chain, and Quality.
• Analyze customer feedback and identify opportunities for process improvements.
• Monitor customer satisfaction metrics and recommend corrective actions when needed.
• Support onboarding and training of new team members.
• Maintain accurate customer records and documentation within CRM systems.
• Provide regular reports and updates on customer trends, issues, and resolutions.

Qualifications

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field preferred.
• 3-5+ years of experience in Customer Service, Customer Experience, Account Management, or a related role.
• Experience handling customer escalations and complex issue resolution.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Proficiency with CRM systems and Microsoft Office applications.
• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Skills

• Customer-focused mindset with strong relationship-building abilities.
• Experience in manufacturing, supply chain, logistics, or shared services environments is a plus.
• Continuous improvement mindset and familiarity with process improvement methodologies.
• Conversational English required; advanced English preferred.
• Strong organizational skills and attention to detail.