We are seeking a communicative and detail-oriented Customer Experience Specialist to join our team. In this high-impact role, you’ll help ensure a positive and seamless omni-channel customer journey by identifying and resolving friction points in our customers’ experiences. 

JOB DUTIES:

Experience Quality Management:  Monitor and analyze customer feedback from various channels, including Net Promoter Score (NPS) and Satisfaction surveys, help-desk tickets, and direct customer communications.  Conduct feedback investigations, document findings, and provide concise resolutions to the customer. Identify detractors and critical incidents, while promoting prioritization and root cause corrections. Work collaboratively with relevant teams (e.g., support, product, engineering) to resolve customer issues effectively and efficiently. Track issue resolution progress and ensure timely closure. Identify trends and patterns to pinpoint recurring customer experience challenges. Reporting:   Provide daily, weekly, and monthly reporting to internal stakeholders. Categorize and prioritize customer experience issues based on severity, frequency, and impact. Investigate service disruptions to quantify impact to experience quality, revenue, and operational efficiency. Present findings and recommendations to stakeholders to drive customer experience enhancements. Process Improvement:  Contribute to the development and implementation of customer feedback processes and procedures. Identify opportunities to improve customer experience through proactive feedback analysis and process optimization. Evaluate current enhancement strategies and identify low-effort and high-impact opportunities. 

MUST HAVE:

3+ Years of equivalent experience in customer service, business administration, communications or related field Intermediate to advanced experience in customer feedback analysis and management. Intermediate to advanced experience with using customer experience insight tools such as Fullstory and Quantum Metrics. English advanced written and spoken Location based in Querétaro

WE VALUE:

Proficiency in Microsoft Excel. Experience with using customer experience insight tools such as Fullstory and Quantum Metrics. Experience with analytics tools such as Google Analytics, Data Bricks, and Snowflake. Experience with feedback management tools and CRM systems.    Experience with help desk ticketing systems. Experience with NPS methodology and analysis. Familiarity with customer experience best practices. Experience in data visualization and reporting. Strong analytical and problem-solving skills. Excellent written and verbal communication skills. Ability to work independently and as part of a team. Strong attention to detail and organizational skills. Ability to maintain a professional and empathetic demeanor when dealing with customer issues

WHAT'S IN IT FOR YOU:

    • Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
    • A collaborative and inclusive work environment where your contributions are valued.
    • Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
    • Access to cutting-edge tools, resources, and a supportive team to help you excel.
The chance to work with a global, innovative company shaping the future in its industry.