
Customer Experience Resolution Specialist
11 hours ago
Job Title: Customer Experience Resolution Specialist
We are seeking a highly skilled Customer Experience Resolution Specialist to join our team. As a key member of our organization, you will be responsible for managing escalated customer issues and ensuring timely resolutions.
The ideal candidate will have excellent communication and problem-solving skills, with the ability to work effectively with cross-functional teams to resolve complex issues.
In this role, you will:
- Manage the lifecycle of escalated incidents, including acting as a single point of contact and incident intake.
- Act as a bridge between customers, support teams, and other stakeholders, facilitating effective communication and collaboration.
- Lead investigations into major incidents, keeping stakeholders informed and providing updates as necessary.
- Develop strong working relationships with key stakeholders, driving efficient collaboration and reducing resolution times.
- Conduct incident review meetings with senior leadership to identify areas for improvement in the escalation process.
You will also be responsible for:
- Fostering a culture of customer-centricity within the team, promoting a customer-first approach to issue resolution.
- Monitoring customer satisfaction and feedback, identifying trends and areas for improvement in the escalation process.
- Providing training and support to team members on tools used, escalation procedures, and processes.
We offer a competitive compensation package, opportunities for professional growth and development, and a dynamic work environment that values innovation and collaboration. If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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