Customer Service Representative managing inquiries related to digital solutions at ALEX & GROSS. Collaborating with teams to enhance customer satisfaction with SAP, IBM, and Telekom.
About the role
- Customer Experience Manager analyzing customer journeys and feedback to improve satisfaction for Nexi. Collaborating with cross-functional teams to deliver an exceptional customer experience across all touchpoints.
Responsibilities
- Analyze and map the customer journey to identify touchpoints and opportunities for enhancing the customer experience.
- Collect, analyze, and act on customer feedback through surveys, interviews, and other channels to continuously improve our products and services.
- Work closely with cross-functional teams, including Marketing, Sales, Product, and Operations, to ensure consistent messaging and customer-centric processes, aligning efforts to deliver an excellence customer experience across all touchpoints.
- Monitor key performance indicators (KPIs) to measure customer satisfaction, loyalty, and advocacy tracking metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
- Foster a culture of customer advocacy within the company, ensuring that customer needs and perspectives are considered in all decision-making processes.
- Stay up to date with industry trends and best practices in customer experience management to drive innovation and continuous improvement.
Requirements
- Customer focus: Deep understanding of customer-centric practices and a passion for delivering exceptional customer experiences.
- Analytical skills: Strong analytical and problem-solving skills with the ability to interpret customer data and feedback.
- Communication: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
- Experience in analyzing customer experience, processes and standards.
- Familiarity with customer experience management tools, CRM systems, and analytics.
- Proficiency in English.
Benefits
- Change Your Career: Take on new responsibilities, develop your skills, and gain fresh perspectives—all while staying within a company that values your growth.
- Stay Inspired: Work with talented colleagues across different teams and locations, enriching your experience in an international and collaborative environment.
- Access to Learning & Development: Benefit from ongoing training, and opportunities like our PayTech University to support your professional journey.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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