Customer Experience Specialist

Proviz Digital; City of Moncton; On-site; Full time

Job description

Develop and maintain positive relationships with customers by providing timely, accurate, and professional support across multiple communication channels (phone, email, chat, and social media).

Handle customer inquiries, complaints, and service requests efficiently, ensuring quick resolution and high levels of customer satisfaction.

Monitor and track customer interactions, issues, and resolutions using CRM systems to ensure proper documentation and follow-up.

Collaborate with internal teams such as sales, marketing, logistics, and e-commerce to resolve customer issues and align service efforts with business goals.

Identify customer needs and recommend appropriate solutions, products, or services to enhance the overall customer experience.

Monitor key customer service KPIs such as response time, resolution time, customer satisfaction scores (CSAT), and retention rates.

Escalate complex or unresolved issues to the appropriate teams or supervisors while ensuring clear communication with customers throughout the process.

Assist in developing and improving customer service processes, scripts, and workflows to increase efficiency and service quality.

Gather customer feedback and insights to help improve products, services, and customer journeys.

Stay up to date with company products, services, policies, and customer service best practices to deliver consistent and accurate support.