Customer Experience Executive

Job Description

Customer Experience:

• Define the customer journey and develop a strategy to deliver customer excellence at all touchpoints, particularly for American customers.

• Implement strategies and initiatives to improve customer experience across multiple touchpoints and channels.

• Analyze customer feedback, surveys, and data to identify pain points and opportunities to enhance the customer journey and create positive experiences.

• Collaborate with cross-functional teams (marketing, sales, product development) to align customer experience efforts with business goals and objectives.

• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery, building strong customer relationships.

• Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.

• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty. Provide regular reports and insights to senior management and stakeholders.

• CS Tool/ Software System Admin:
  

  • Propose and implement effective omnichannel customer support tools.

  • Integrate CS tools with other internal/external platforms.

  • Develop chatbot automation scripts to improve customer experience.

• Planning & Delivering CRM Strategies and Structure:

• Develop standards for customer categorization.

• Plan and develop CRM ticket flow.

• Design email automation for CRM tickets.

• Develop lead automation workflows.

• Customer Service:
  

  • Develop and maintain customer support documentation, including user manuals, FAQs, and other resources.

  • Establish customer service processes and procedures, including response time, issue resolution, and escalation protocols, as well as feedback and complaint procedures.

  • Generate monthly reports on customer service metrics, such as lead conversion rate, response time, and customer satisfaction.

• Additional Requirements:

• Experience in building customer journeys.

• Ability to develop customer service processes, documentation, and deliver training programs.

• Experience in quality monitoring and improvement processes.

• Excellent communication skills in English.

• Prior experience in startups is a plus.

• Experience promoting products in the US market is a plus.

• Experience with dropshipping is a plus.

• Previous experience managing customer service for physical healthcare products, medical devices, or wearable tech devices is a strong advantage.