Customer Service Executive
4 weeks ago
Job Description:
The Customer Experience Specialist will play a pivotal role in managing and enhancing our customers' experience. They will be responsible for analyzing our customers' profiles, effectively communicating with new customers throughout the entire process, tracking applicants, and ensuring customer satisfaction through detailed metrics and analysis. Additionally, they will collaborate closely with global Customer Experience Managers (CMs) and provide essential reports and support to optimize business processes.
Key Responsibilities:
1. Thoroughly analyze and understand our customers' profiles to enhance their experience.
2. Effectively communicate with new customers throughout their lifecycle, providing assistance and ensuring a positive experience.
3. Conduct an analysis of applicant profiles to identify opportunities for retention and follow-up with potential customers.
4. Conduct periodic reviews of customers to assess their satisfaction, response times, and service quality, contributing to the development of key metrics.
5. Collaborate with global CM Managers by providing relevant data support and reports.
6. Ensure that daily file uploads into CM are processed and loaded efficiently.
7. Provide regular updates to the CM Director and CM Managers on the status and results of initiatives.
Required Qualifications, Abilities, and Skills:
- Previous experience in customer-facing roles or customer experience.
- Ability to work within established deadlines.
- Excellent proficiency in PowerPoint and Excel.
- Outstanding presentation and communication skills.
- Capacity for critical thinking, data-driven problem-solving, and analysis.
- Proven ability to organize multiple tasks and projects simultaneously.
- Excellent communication and organizational skills, with the ability to work under pressure and mínimal supervision.
- Industry-specific experience within the Banking or financial company's sector.
- Speaking and writing the Spanish language (B2 or C1).
Tipo de puesto: Tiempo completo
Salario: £1.500,00 - £2.000,00 al mes
Lugar de trabajo: Empleo presencial
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