Client Experience Specialist - Remote

Descripción de la oferta

About this role:

The Client Experience Specialist supports the daily operations of the Voice of Client (VoC) program by managing the collection and analysis of client feedback and contributing to internal quality assurance (QA) efforts. This role is instrumental in turning client feedback into actionable insights, optimizing processes, and driving continuous improvement. The Specialist also acts as a project manager or subject matter expert on improvement initiatives to enhance operational efficiency and the client experience.
Required Experience:

The successful candidate must have: 
Proven experience in client management
Be passionate about clients and able to navigate client-facing interactions to help in identifying potential risks before they become obvious
Experience in analyzing performance data and delivering actionable feedback.
At least 23 years in a client-facing role: Operation Managers, Account Managers, or Quality Managers would be ideal candidates.
Familiarity with QA practices and data analysis will be beneficial but must be accompanied by direct client collaboration experience
Experience with social media content and digital marketing would be a great advantage.

Client Experience Specialist Skills

1. Skills and Competencies
Attention to Detail: Precision in reviewing and evaluating client interactions.
Customer-Centric Mindset: Understanding of client needs and how to exceed expectations.
Problem-Solving Skills: Identifying and resolving issues in client interactions effectively.
Quality Assurance Expertise: A strong understanding of QA frameworks and processes for evaluating client interactions, such as script adherence, tone, empathy, and issue resolution.
Client Experience Focus: A deep appreciation for what constitutes an excellent client experience and the ability to align QA practices with the clients journey.
Data-Driven Approach: Ability to analyze large volumes of performance data and provide insights to improve client experience.
Attention to Trends: Capability to spot patterns in client feedback or team performance to recommend improvements.
Eye for Marketing: Ability to identify digital marketing strategies and leverage digital channels to enhance the client experience.
2. Communication Skills
Precise Feedback Delivery: Excellent verbal and written communication skills for providing constructive, actionable, and motivational feedback
Stakeholder Collaboration: Ability to work effectively with different teams (e.g., HR, Operations, etc.) and the ability to explain complex findings in an understandable way.
3. Key Behavioral Traits
Adaptability: Comfort with a fast-paced, dynamic environment and the ability to pivot when needed.
Growth Mindset: A drive for continuous learning and improvement, both personally and for the organization. 
Proactivity: They should actively seek ways to improve the client experience and operational efficiencies.
Team Player: Willingness to collaborate with agents, managers, and clients to achieve shared goals.
4. Key Responsibilities
Performance Monitoring: Evaluate client interactions against established QA standards.
Feedback Delivery: Provide constructive feedback to DD and SDM for improvement.
Training Support: Collaborate with training teams to enhance performance.
Compliance: Ensure adherence to QA/CTC and company policies and procedures.
Reporting: Prepare QA reports for management, highlighting trends and areas for improvement.
Collaboration: Work closely with other departments.

Recruiting Process:

Recruiting Process:
Only shortlisted candidates will be contacted regarding the interview process
Interview Process: The candidate will have a panel interview with our internal HR Team
Candidates who pass this interview will be required to complete a Skills Test to assess their understanding of client management, quality assessment principles, and communication skills
If successful in the assessment, the candidate will move on to an interview with the Voice of Client Director
Benefits
A work-from-home arrangement, which provides some degree of flexibility 
Incentives per performance
An international team that embraces a growth mindset and the importance of coaching. You will grow with us!
A set of international clients with high standards of excellence
A growing company (and industry), which poses challenges and opportunities!

Requerimientos

• Educación mínima: Terciario

Palabras clave: especialista, casa, remoto, remote, teletrabajo, home

Hace 4 horas

Acerca de INFLUX INC.

Influx is the #1 on demand CX partner for startups and scaleups. Founded in 2013 as ‘AWS for customer service’, brands now work with Influx to improve all key service metrics like CSAT, NPS, customer lifetime value and speed to resolution, while improving operational efficiency and keeping things month-to-month.

Our vision: We stand for the human experience in online business. We believe that every great online business has an exceptional team of people talking to their customers. Thi...

Influx is the #1 on demand CX partner for startups and scaleups. Founded in 2013 as ‘AWS for customer service’, brands now work with Influx to improve all key service metrics like CSAT, NPS, customer lifetime value and speed to resolution, while improving operational efficiency and keeping things month-to-month.

Our vision: We stand for the human experience in online business. We believe that every great online business has an exceptional team of people talking to their customers. This requires service flexibility, high standards and exceptional people running the service.