As Customer Experience Specialists, we are responsible for representing the voice of the customer (VoC) and offering feedback on customer satisfaction. We generate readouts monthly to emphasize performance and agent satisfaction. We create VoC programs to monitor client's performance across new touchpoints (e.g., digital). Developing solutions for customer experience gaps discovered through various sources is also a part of our duty. We maintain the current voice of the customer program. Working as Customer Experience Specialists, we are responsible for supporting department leaders in formulating goals to increase customer experience. We collaborate with cross-functional stakeholders to lead projects that improve how we interact with consumers. Finally, we promote the adoption of a customer-centric mindset.
Core tasks:
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