Customer Experience Coordinator Full Time NEW

Key Responsibilities:

• Customer Interaction & Support: Act as the primary contact for customers, answering inquiries via phone, email, and live chat.
• Customer Support: Provide timely, clear, and effective resolutions to customer complaints, concerns, and issues.
• Coordination & Process Management: Coordinate between departments (Sales, Operations, Technical Support) to ensure smooth resolution of customer issues.
• Process Improvement: Document customer feedback, concerns, and any recurring issues to inform product/service improvements.
• Customer Experience Strategy: Assist in gathering customer feedback and insights to help improve overall service quality.
• Support in the implementation of customer experience initiatives, promotions, and campaigns.
• Resolve customer issues with a focus on maintaining positive relationships and brand loyalty.
• Customer Journey Support: Collaborate in the analysis of customer journeys to identify pain points and areas for improvement.
• Help design and implement initiatives to enhance the customer experience from pre-sale to post-sale.
• Training & Knowledge Sharing: Stay up-to-date with product/service updates to ensure accurate information is provided to customers.
• Assist in training new team members on customer experience protocols, tools, and systems.
• Prepare weekly or monthly reports on customer experience performance, trends, and key metrics.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field (preferred).
• 2+ years of experience in customer service, customer experience, or a related field.
• Previous experience with CRM systems, customer support tools, and analytics platforms (e.g., Zendesk, Salesforce) is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Highly organized, with the ability to manage multiple tasks and deadlines.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Ability to work independently and as part of a team.
• Attention to detail and a customer-centric mindset.