Customer Experience Controller

ASUS; País Vasco; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

An innovative company is seeking a Customer Experience Controller to enhance customer satisfaction and loyalty. This role involves developing strategies for customer engagement, analyzing feedback, and advocating for customer needs within the organization. The ideal candidate will possess strong leadership and communication skills, a strategic mindset, and a passion for delivering exceptional service. Join a dynamic team dedicated to continuous improvement and innovation in customer experiences, and make a significant impact on customer relationships and brand loyalty.

Formación

• Proven experience in customer service or experience controller role.
• Strong leadership and management skills with a focus on team motivation.

Responsabilidades

• Develop and implement strategies to enhance customer engagement.
• Collect and analyze customer feedback to identify trends and opportunities.
• Handle escalated customer issues with empathy and problem-solving skills.

Conocimientos

Customer Engagement

Data Analysis

Leadership

Communication

Problem-Solving

Educación

Bachelor's degree in business administration

Advanced degree or certification

Herramientas

CRM systems

Descripción del empleo

Customer Experience Controller will be responsible for overseeing and enhancing the overall customer experience to ensure maximum satisfaction and loyalty. Will develop strategies to improve customer engagement and implement initiatives to address customer needs and concerns effectively. Leadership skills, strategic mindset, and passion for delivering exceptional service will be instrumental in driving positive customer experiences and fostering loyalty to our brand.

Responsibilities

• Customer Engagement : Develop and implement strategies to enhance customer engagement across various touchpoints, including phone, email, chat, and social media platforms.
• Customer Feedback : Collect and analyze customer feedback, reviews, and survey data to identify trends, issues, and opportunities for improvement.
• Process Improvement : Collaborate with cross-functional teams to streamline processes, resolve pain points, and implement best practices to enhance the overall customer experience.
• Customer Advocacy : Serve as the voice of the customer within the organization, advocating for their needs and preferences to drive product / service enhancements and improvements.
• Quality Assurance : Monitor and evaluate customer interactions to ensure adherence to quality standards, compliance with policies, and alignment with brand values.
• Performance Metrics : Establish key performance indicators (KPIs) and metrics to track customer satisfaction, loyalty, and retention, and develop action plans to address areas of improvement.
• Escalation Management : Handle escalated customer issues and complaints, demonstrating empathy, problem-solving skills, and a commitment to resolving issues promptly and effectively.

Qualifications

• Proven experience in a customer service or customer experience controller role, with a track record of success in driving improvements and achieving results.
• Strong leadership and management skills, with the ability to inspire and motivate a team towards common goals.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Analytical mindset, with the ability to gather and interpret data, identify trends, and make data-driven decisions.
• Strategic thinking and problem-solving abilities, with a focus on continuous improvement and innovation.
• Proficiency in customer relationship management (CRM) systems and other relevant software applications.
• Passion for delivering exceptional customer experiences and building long-lasting relationships with customers.

Experience

Minimum 2 years in a similar role.

Education

Bachelor's degree in business administration, marketing, or a related field; advanced degree or certification is a plus.

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