Customer Experience Specialist

We are looking for a service and loyalty-oriented Customer Experience Specialist, responsible for managing the customer experience across different touchpoints (telephone, digital, and in-person), ensuring excellent service, timely follow-up on requests, and the building of solid relationships that contribute to customer satisfaction and retention.

Functions and responsibilities

• Manage the customer experience through telephone, digital channels, and in-person visits.
• Follow up on requests and cases, ensuring they are addressed within established timelines.
• Channel and coordinate requirements with different internal areas (Comercial, Contabilidad, Tesorería, Mantenimiento, and Administración).
• Register and keep customer information updated in the CRM and ERP, guaranteeing the traceability of each interaction.
• Accurately document all management performed with customers and suppliers.
• Make calls, visits, and proactive contacts to strengthen the relationship with the assigned portfolio.
• Collect and record customer feedback, identifying opportunities for improvement.
• Detect trends, incidents, and opportunities to optimize the customer experience and propose improvement actions.
• Prepare management reports and performance indicators.
• Participate in internal meetings to present results and follow up on action plans.
• Comply with the established visit and follow-up plan for the assigned portfolio.

Requirements

• Technician or Bachelor's degree in Servicio al Cliente, Administración de Empresas, Mercadeo, or related fields.
• 1 to 2 years of experience in customer service, customer care, outbound call center, loyalty, sales, or satisfaction surveys.
• Proficiency in CRM and/or ERP.
• Knowledge of Microsoft Office, especially Excel.
• Knowledge of customer service techniques, follow-up, and effective communication.
• Experience in managing service indicators will be valued.
• Basic English (desirable).

Competencies

• Excellent customer orientation.
• Effective communication.
• Organization and attention to detail.
• Analytical capacity.
• Proactivity.
• Teamwork.
• Results orientation.
• Problem solving.
• Follow-up and control.
• Ability to build relationships of trust.

We offer

• Competitive salary.
• Indefinite contract.
• Opportunity for professional development.
• Excellent work environment.
• Continuous training.

-Requirements-

• Minimum education: Técnico/Profesional Education
• 3 years of experience
• Languages: English
• Age: From 24 years old onwards

Keywords:

specialist, especialista, costumer, cliente