Customer Experience Specialist Job in Pragmatic Techsoft Pvt Ltd

Location: Pune India

Qualifications: MBA in Marketing OR PGD in Marketing Management

Experience: Must have at least 1 year experience in Customer Service and Support. Worked with Software Companies. Experience handling Customer Conflicts and Resolution.

Language Skills Required:

• Fluency in verbal and written English communication skills is a must
• Experience with forerign languages such as Spanish/German/French would be a plus

Specific Personality Traits Required:

• Should be a people oriented person who enjoys connecting with staff, managers and customers for problem solving.
• An assertive and go-getter attitude is essential for the role
• Should have an outgoing personality with good leadership influence
• Organised, Multi-tasker, Good negotiator and must be able to handle sensitive Customer matters discretely and with integrity

Job Brief:

As the Customer Experience Specialist your primary job will include:

• Supporting our products and services, making sure that the Customer has a smooth journey from kickoff of project to completion.
• Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution.
• Collaborating with fellow sales and delivery colleagues and other internal organizations to provide superior customer service
• Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements

Responsibilities:

Your direct responsibilities will include :

• Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs.
• Engages customers using acquired skills to complete and support the customer experience.
• Achieves profitable growth to meet team and individual goals while enabling an excellent customer experience.
• Applies the appropriate knowledge and expertise through ongoing learning and self-development.
• Generates future opportunities by discovering the deeper needs of our customers to build lasting relationships.
• Embraces our learning culture to continuously improve existing skills while acquiring new ones in support of our customer obsession and advancing your contribution.
• Conduct Monthly Customer Feedback surveys and post project completion surveys to learn about customer satisfaction. A monthly report on Customer Experience parameters needs to be published.
• Suggest process improvements to enable better Customer Experience