Customer Experience Specialist

About the role

The Customer Experience Specialist will play a crucial role in ensuring customer satisfaction through effective communication and problem‑solving skills. You will be the primary point of contact for customers, delivering accurate information and resolving issues promptly.

Key responsibilities

• Identify and assess customers' needs to achieve satisfaction.
• Provide accurate, valid, and complete information using appropriate methods and tools.
• Handle customer complaints and deliver effective solutions within the stipulated time frame.
• Maintain in‑depth knowledge of products and services to answer questions and promote additional features.
• Document interactions and keep accurate records in the customer service database.
• Collaborate with other departments to stay informed about product updates, promotions, and relevant information.
• Gather customer feedback and share insights with management to improve service quality.
• Participate in training and development programs to enhance skills and product knowledge.
• Meet or exceed individual and team performance targets and KPIs.

Required profile

• High school diploma or equivalent; a relevant degree is a plus.
• Proven experience in a customer service role or similar position.
• Strong verbal and written communication skills.
• Excellent problem‑solving abilities and calm handling of difficult situations.
• Proficiency in using customer service software and CRMs.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Friendly, positive attitude with a passion for helping others.
• Flexibility to work varying shifts, including evenings and weekends.
• At least 3 + years of experience working in international campaigns.

Required skills

• Customer service software
• CRM