Specialist - Customer Experience - Consumer Healthcare Startup

Please find below the JD of Consumer Experience Specialist.

Candidate should have experience in qualitative consumer/ market research with CG companies.

Position will report directly to CEO

Key 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 customer needs and taking proactive steps to maintain positive experiences.

- 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.

- Documenting processes and logging technical issues, as well as customer compliments and complaints.

- Keeping informed of industry trends and new CRM technologies.

Candidate profile:

- A bachelor's/Master's degree in marketing, communications, advertising, business management, or in a related field preferred.

- At least 2 years' experience as a customer experience specialist, or a similar customer support role.

- Extensive experience in gathering and interpreting customer experience information.

- Solid knowledge of online customer engagement platforms and channels.

- Proficiency in MS Office, as well as CX and CRM software, such as amoCRM and Qualtrix CustomerXM.

- Exceptional interpersonal skills and a client-centered approach.

- Great organizational and time management abilities.

- Superb communication, collaboration, and problem-solving skills.