CX Operations Specialist

We are currently seeking a highly motivated and detail-oriented individual to join our team as a CX Operation Specialist. In this role, you will be responsible for ensuring the smooth and efficient operations of our Customer Experience (CX) department. The ideal candidate will have a strong understanding of customer service operations and a deep commitment to providing exceptional customer experiences.

As a CX Operation Specialist, you will play a crucial role in optimizing our CX processes and systems to enhance customer satisfaction. You will collaborate with various cross-functional teams to identify areas of improvement and implement strategic initiatives to drive efficiency and effectiveness. Additionally, you will monitor and analyze key performance indicators and metrics, providing strategic insights to management for informed decision-making.

Responsibilities

• Implement and maintain efficient processes and systems to support the CX department
• Analyze customer data to identify trends, issues, and opportunities for improvement
• Collaborate with cross-functional teams to drive process improvements and optimize customer experience
• Monitor and analyze key performance indicators (KPIs) to identify areas of improvement
• Develop and maintain standard operating procedures (SOPs) for CX operations
• Provide training and guidance to CX team members on processes and procedures
• Conduct regular audits to ensure compliance with company policies and procedures
• Participate in the development and implementation of customer satisfaction surveys and feedback mechanisms