Customer Experience Specialist



Posted 18 days ago

Job Description

Main objective: This role is part of the CX management team within Tapsi! The charter for the position is to focus on implementing an intra-organizational customer-centricity culture program with the mission of motivating all departments to be customer-obsessed enough. The day-to-day work will be cross-functional in nature across Ops, Marketing, Support, Tech, and product teams. Your role as the Customer Experience Specialist will focus broadly on coordinating and driving the execution of intra-organizational customer-centricity projects to get all teams closer to customers incrementally. Main responsibilities: ● Plan and hold customer experience workshops for all teams. ● Create training content and provide a walkthrough of customer service tools and policies for all business units. ● Plan and execute customer support front-line experiencing sessions for all business units. ● Own and manage intra-organizational customer experience feedback channels. ● Review feedbacks from all units and share it with stakeholders to highlight the Voice of the Customer. ● Plan and organize hackathons programs to develop services and products to ensure better customer experience achievement. ● Create curated feedback library from program’s Attendance reports. ● Coordinate internal resources and third parties/vendors for the flawless execution of projects. ● Ensure that all projects are delivered on time, within the scope and budget. ● Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring both operational and technical feasibility. ● Develop a detailed project plan to monitor and track progress.


Requirements: ● Bachelor's or Master's degree in an appropriate field of study (Management, Marketing, and Business are preferred) or equivalent work experience. ● Minimum 2 years of project or team management and related experience ● Ability to work independently. ● Strong understanding of project and event management. ● Excellent written and verbal communication skills. ● Strong interpersonal skills. ● Possess high emotional intelligence and practice empathy in all situations. ● Compassionate, patient and energetic. ● Proven ability to complete projects according to outlined scope, budget, and timeline. ● Solid organizational skills, including attention to detail and multitasking skills.

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