The customer experience Specialist is responsible for responding to customer inquiries in a timely, professional, and empathetic manner. The role includes identifying customer needs and providing appropriate solutions or recommendations.

You will document and escalate customer feedback to relevant departments, collaborate closely with internal teams to enhance overall service delivery, and conduct follow-ups to ensure full resolution of customer issues.

You will also manage incoming calls and messages across all approved communication channels and handle customer orders efficiently and accurately.

Key responsibilities:

• Ensuring the accuracy and reliability of daily and fixed orders.
• Monitoring customer consumption and regularly reviewing fixed plans in coordination with customers, logistics, and sales to ensure plan effectiveness.
• Reducing returned quantities, undelivered orders, and emergency requests through coordination with customers, sales, and logistics teams.
• Maximizing the effective utilization of company resources.
• Ensuring customers receive delivery confirmations based on logistics team updates.
• Managing emergency orders promptly and efficiently.
• Managing customer complaints effectively
• The Customer Experience Specialist is also responsible for delivering a superior customer experience to both internal and external stakeholders by:
• Coordinating with all departments and the CX team to ensure customer requests are resolved within agreed timelines and SLAs.
• Communicating all customer feedback and following up on required actions.
• Reporting customer complaints immediately and ensuring corrective actions are implemented.
• Escalating any issues that may impact order processing without delay.

Skills

Education:

Bachelor’s degree required. Business, logistics, or planning background preferred.

Experience:

1 to 3 years of experience in customer experience or order management.

Core Competencies:

• Strong customer service orientation
• Excellent communication skills
• Proficiency in business English (oral and written)
• Motivated to learn and grow
• Strong time management and organizational skills
• Ability to multitask effectively
• Reliable, adaptable, and detail-oriented
• Strong teamwork capabilities
• Analytical and problem-solving skills