CX Senior Specialist - Remote

Overview

We are seeking a skilled and customer-oriented CX Senior Specialist to join our team, focusing on supporting the US market. The ideal candidate will manage customer relationships, handle inquiries and complaints, oversee escalations—including payment-related issues—and lead incident management processes.

In Short

• Handle customer inquiries, concerns, and complaints in a timely and professional manner.
• Build and maintain strong relationships with customers.
• Oversee the complaint handling process.
• Lead the response and recovery activities for critical incidents.
• Develop and implement initiatives to improve customer experience.
• Analyze customer-reported bugs and collaborate with the tech team.
• Monitor and report on key customer satisfaction metrics.
• Stay up-to-date on customer experience management best practices.
• Collaborate with cross-functional teams to enhance processes.
• Flexibility to work during U.S. business hours.

Requirements

• Bachelor's degree in Business, Finance, or a related field.
• Minimum of 5 years of experience in customer experience management.
• Strong understanding of customer experience principles.
• Excellent communication and interpersonal skills.
• Proven ability to analyze data and translate insights.
• Experience collaborating with cross-functional teams.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency in CRM software and incident management tools.

Benefits

• Uncapped flexible annual leave.
• Hybrid work arrangement.
• Training subsidy for professional growth.
• Wellness benefit.
• Team bonding budget.
• Flexibility to work from anywhere for up to 90 days per annum.