Customer Experience Specialist

Roles and responsibilities

Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (CX Leadership & Account Managers)

Participate in calibration sessions/call listening sessions with Quality staff, and our Vendor to ensure scoring consistency and best practices.

Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

Maintain strong program knowledge base; basic understanding of company’s products, services and/or program strategies

Contribute to maintaining forms and updating scripts when needed.

Hold knowledge transfer sessions in case required for team members for the tools/techniques they would use.
Customer-Centric Mindset:

Strong focus on customer needs, with an ability to empathize with customers’ challenges, needs, and pain points.
Ability to deliver exceptional customer service and create a positive brand perception at every customer touchpoint.
Communication Skills:

Excellent verbal and written communication skills to interact clearly and professionally with customers, colleagues, and stakeholders.
Ability to communicate complex ideas or issues in a simple, understandable way for customers, ensuring they feel heard and valued.
Active listening skills to fully understand customer concerns and provide effective solutions.
Problem-Solving & Critical Thinking:

Analytical skills to assess customer feedback, identify recurring issues, and work towards solutions to improve the customer journey.
Ability to resolve customer issues quickly and effectively, often in high-pressure or challenging situations, while maintaining a professional and empathetic tone.
Creative thinking to suggest innovative solutions or improvements to existing processes that enhance the customer experience.
Customer Experience Strategy:

Understanding of customer journey mapping and touchpoint optimization.
Ability to analyze customer feedback (surveys, reviews, social media, etc.) and implement improvements based on insights.
Knowledge of CX metrics (e.g., NPS, CSAT, CES) and ability to track, measure, and report on customer satisfaction and experience KPIs.

Desired candidate profile

Bachelor's degree in business, information systems, or a related field

Proficient in Microsoft Office & Very Good Excel Knowledge

1.5 years of transaction and monitoring experience from within the banking industry

Strong attention to detail.

Self-starter, sense of urgency and works well under pressure.

Demonstrated ability to multi-task and meet timelines deliverables.

Strong communication skills, both written and verbal English Language.

Good analytical & critical thinking skills.

Good communication skills.

Good level of commitment, reliability and dedication.

Adaptability, flexibility, and Creativity.
Customer Interaction:

Serve as the primary point of contact for customers via phone, email, chat, or social media, addressing inquiries, issues, or feedback.
Provide prompt, accurate, and empathetic responses to customer inquiries, ensuring that each interaction is handled professionally.
Resolve customer complaints, escalate issues when necessary, and ensure that customers are fully satisfied with the solutions provided.
Customer Experience Improvement:

Gather customer feedback through surveys, reviews, or direct conversations to assess satisfaction levels and identify areas for improvement.
Monitor customer journey touchpoints to ensure a smooth, positive experience, identifying pain points and recommending process improvements.
Collaborate with cross-functional teams to implement customer experience initiatives and improvements based on feedback and insights.