CX Specialist

Job Description

JOB SUMMARY:The role of Avertra?s customer experience (CX) specialist is to ensure that the marketerfollows a buyer-centric approach and delivers a smooth, unfragmented and consistentcustomer experience across all touchpoints and at all stages of the buyer journey. Youwill be responsible for keeping track of customer journeys, interacting with customersacross channels and platforms, and coordinating with all internal stakeholders in orderto keep fine-tuning the customer?s experience.JOB RESPONSIBILITIES:

• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements ? from purchase to product return to customer support.
• Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey ? are plugged
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.

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