Specialist Customer Experience | أخصائي تجربة العملاء

ROLE OBJECTIVE
The Specialist Customer Experience (CX) is a key management role in overseeing customer support and customer-facing teams, ensuring they deliver exceptional service experience. This role involves coordinating sales and service delivery in all aspects of service operations to optimize team performance and meet customer expectations. The Specialist Customer Experience streamlines service processes, equipping support teams with the necessary tools and guidance to provide delightful customer experiences.
The Specialist Customer Experience needs to support customers through their lifecycle, fostering long-term relationships beyond individual projects. Responsibilities include direct customer engagement to resolve issues and ensure satisfaction by managing a team focused on driving the overall customer experience at Otech.
RESPONSIBILITIES
• Overseeing customer support operations to ensure timely issue resolution.
• Analyze and map out the customer journey to identify pain points and areas for improvement.
• Conduct a GAP analysis to evaluate the current state versus the ideal state of the customer experience, as perceived by customers.
• Collaborate with cross-functional teams (e.g., sales, marketing, product development) to enhance the overall customer experience.
• Gather and analyze customer solicited and unsolicited feedback through surveys, reviews, and direct communication.
• Use insights into customer feedback to recommend process improvements and drive customer-centric initiatives.
• Build and maintain strong relationships with customers to foster loyalty and trust.
• Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Efforts Score (CES), and First Response Time (FRT).
• Assist in training team members in customer experience best practices.
• Identify inefficiencies in current processes and propose solutions to streamline operations and improve customer satisfaction.
• Drive value creation by embedding a customer experience mindset across touchpoints.
• Identify and act upon internal and external opportunities for improvement in service delivery and customer relationships.
• Propose and implement innovative initiatives to continuously enhance the overall customer experience.
• Perform any additional tasks or responsibilities as assigned by management.
• Regularly engage with customers through in-person or virtual meetings, as needed, to ensure satisfaction with services and to proactively address any concerns or feedback.
• Initiate and lead new CX initiatives or process enhancements in response to evolving customer needs.
ROLE SPECIFICATIONS
Qualification
• Bachelor's Degree in Computer Science (CS), Information System Management (ISM), Information Technology (IT)
Certification
• MBA preferred
Experience
• Minimum of 4+ years equivalent work experience as a Customer Success or similar role.
Skills
• Experience working with brand image and promoting value through customer experience
• Knowledge of customer service principles and practices, especially in the IT environment
• Experience with customer service software and tools for tracking and managing customer interactions.
• Proficient in developing CSAT/NPS surveys, analysis, report and presentation
• Demonstrated proficiency in the Microsoft Office suite.