Customer Experience Specialist

As part of our client’s nationalization initiative, we are inviting local nationals to apply for the role of Customer Experience Specialist. This position is ideal for individuals who are customer-focused, organized, and capable of managing the end-to-end customer experience across all communication channels.

Key Responsibilities:

• Maintain regular engagement with customers to ensure satisfaction and long-term loyalty
• Communicate courteously via phone, email, social media, or in person as needed
• Follow up on key customer milestones, including occasions, promotions, and company events
• Address and resolve customer complaints in line with company policies, escalating when necessary
• Accurately manage and update customer information within internal CRM systems
• Understand customer needs to identify cross-selling, up-selling, and referral opportunities
• Qualify and refer web leads to the Sales team for further action
• Conduct customer satisfaction surveys and collect insights to enhance service delivery
• Collaborate with internal teams to meet KPIs and prepare regular reports (e.g., SSS, PDSS, lead conversion rates)
• Stay up to date with internal procedures, service standards, and customer service best practices