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43 Aspire FT Jobs
Customer Experience Specialist
Aspire FT
posted 23d ago
Job Role Insights
Key skills for the job
Job Description
- Handle customer inquiries, concerns, and complaints in a timely and professional manner, ensuring positive resolutions.
- Build and maintain strong relationships with customers to enhance loyalty and satisfaction.
- Oversee the complaint handling process and ensure that all complaints are addressed in a timely and effective manner.
- Analyze complaint trends and identify root causes of recurring issues.
- Provide regular reports on complaint handling performance to senior management.
- Lead the response and recovery activities for critical incidents, managing the lifecycle from detection through resolution.
- Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution.
- Develop and refine incident management processes, aligning them with organizational goals and objective
- Develop and implement initiatives to improve the customer experience across all touchpoints and channels.
- Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes.
- Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution.
- Generate ideas to enhance Aspire s products and services, reporting issues and potential improvements to relevant teams.
- Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT).
- Regularly assess and present actionable insights to improve performance across these metrics.
- Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
- Proactively apply industry insights to refine strategies and enhance service quality .
- Bachelors degree in Business, Finance, or a related field.
- Minimum of 5 years of experience in customer experience management, incident management, or a related role.
- Strong understanding of customer experience principles and incident management processes.
- Excellent communication and interpersonal skills.
- Proven ability to analyze data and translate insights into actionable strategies.
- Experience collaborating with cross-functional teams to drive process improvements.
- Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
- Proficiency in customer relationship management (CRM) software and incident management tools.
- The role requires flexibility to work during weekends.
Employment Type: Full Time, Permanent
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