Customer Experience Specialist at New Age Mobile Concepts Limited

Job Objective:

To design and deliver exceptional customer journeys that strengthen brand loyalty and drive repeat business. The Customer Experience Specialist collaborates with sales, marketing, product, and operations teams to capture customer feedback, resolve issues, and implement service improvements. The role ensures consistent service standards across all touchpoints, analyzes customer insights to enhance satisfaction, and develops initiatives that increase retention, advocacy, and overall revenue growth in line with company objectives.

Core Functions: 

• Design and implement customer experience strategies that enhance satisfaction, loyalty, and lifetime value across all service channels.
• Monitor and map the customer journey, identifying pain points and opportunities to improve every stage of the interaction.
• Collect and analyze customer feedback through surveys, social media, NPS/CSAT data, and direct conversations to inform service improvements.
• Collaborate with sales, marketing, product, and operations teams to ensure a seamless, consistent brand experience from pre-purchase to post-purchase.
• Oversee issue resolution and service recovery, ensuring timely follow-up and root-cause analysis to prevent recurrence.
• Develop and deliver training programs that equip frontline staff with communication, empathy, and problem-solving skills.
• Prepare and present regular reports on customer satisfaction, retention rates, and key performance indicators to guide strategic decisions.
• Implement and optimize CRM or customer-service platforms to track interactions, manage cases, and share insights across departments.
• Partner with product and marketing teams to translate customer insights into product enhancements, messaging adjustments, and targeted campaigns.
• Champion a customer-centric culture, advocating for policies and processes that prioritize customer needs and long-term relationships.
• Evaluate and recommend technology solutions such as chatbots, self-service tools, or omnichannel support systems to improve efficiency and accessibility.
• Stay informed on industry trends and competitor practices, ensuring the company’s service standards remain innovative and competitive.

Requirements

• Education: Bachelor’s degree in Business, Marketing, Communications, or related field.
• Experience: 2–4 years in customer experience, service, or a similar customer-facing role.
• Skills: Excellent communication, problem-solving, and data analysis; strong knowledge of CRM tools and customer-satisfaction metrics (NPS/CSAT).
• Competencies: Collaborative, detail-oriented, and able to manage projects across teams.
• Attributes: High emotional intelligence, customer-centric mindset, and adaptability in a fast-paced environment.

Skills

• Deep understanding of customer experience principles, journey mapping, and service recovery.
• Proficient with CRM platforms, customer-feedback tools, and data analysis (Excel or similar).
• Excellent communication, empathy, and relationship-building abilities across all customer touchpoints.
• Skilled at interpreting NPS/CSAT metrics and customer insights to drive retention and loyalty.
• Strong problem-solving and decision-making skills to handle escalations quickly and professionally.
• Able to collaborate with sales, marketing, product, and operations teams in a fast-paced environment.
• Highly organized with keen attention to detail and the ability to manage multiple projects and deadlines.

Key Performance Indicator

• Customer Satisfaction Score (CSAT): Average customer rating of service interactions.
• Net Promoter Score (NPS): Percentage of customers likely to recommend the brand.
• First Contact Resolution: Percentage of issues resolved during the first interaction.
• Average Resolution Time: Average time taken to close customer inquiries or complaints.
• Customer Retention Rate: Percentage of customers who continue doing business over a set period.
• Customer Effort Score (CES): Measure of how easy it is for customers to get their issues resolved.
• Response Time: Average time to respond to customer inquiries across all channels.
• Feedback Implementation Rate: Percentage of actionable customer insights adopted into processes or products.
• Service Level Agreement (SLA) Compliance: Percentage of interactions handled within agreed service timelines.
• Cross-Functional Collaboration Efficiency: Quality and timeliness of coordination with sales, marketing, product, and operations teams.