Senior Specialist in Customer Service managing order processing for nominated accounts in a diverse role. Engaging with various stakeholders and ensuring customer satisfaction through effective order management.
About the role
- Customer Experience Analyst at AMORIM Global managing client relationships and analyzing feedback for improved satisfaction. Engaging with customers and collaborating with teams to enhance experiences across touchpoints.
Responsibilities
- Maintain continuous communication with customers, providing guidance, support and a smooth experience across multiple touchpoints.
- Act as a trusted point of contact for customers, managing inquiries and ensuring timely and effective resolution of concerns.
- Collect and analyze customer feedback through surveys, reviews, interviews and support tickets to identify common issues and opportunities.
- Develop customer journey maps to highlight pain points and recommend improvements.
- Monitor customer experience metrics such as NPS, CSAT and churn rate to measure and improve satisfaction.
- Collaborate with product, marketing and support teams to implement customer-centric solutions.
- Conduct usability testing on new features or services to ensure they align with customer expectations.
- Present actionable insights and recommendations to stakeholders, driving continuous improvement of processes, products and services.
Requirements
- Experience in Customer Success, Account Management or Customer Experience.
- Exceptional verbal and written communication skills in English and Portuguese.
- Professional, volunteer or academic experience related to customer experience.
- Innovative mindset and adaptability to address complex problems.
Benefits
- Corporate University - ALURA
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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