Customer Experience Specialist
Customer Experience Specialist
Arya Noble- Posted 18 hours ago
- Be among the first 10 applicants
Job Description
Responsibilities
- Evaluate the quality of customer experience and identify areas for improvement by aligning with industry trends and the company's brand image to enhance customer service.
- Organize and deliver training programs to improve the skills and knowledge of Client Care teams, ensuring customer satisfaction levels are maintained or increased.
- Implement a customer touchpoint strategy within clinics to uphold customer satisfaction and create a memorable service experience.
- Regularly update training materials to ensure they remain relevant to current industry developments and align with the company's expectations.
- Collaborate with both internal and external stakeholders to support business objectives and achieve operational targets.
- Create evaluation reports on training programs to identify areas for improvement and provide insights for future training initiatives.
- Continuously update and develop Work Instructions (Instruksi Kerja - IK) and Standard Operating Procedures (SOP) for Client Care teams across all clinics to ensure service consistency and alignment with industry standards.
- Update and manage training program budget reports to ensure accurate forecasting and inclusion in the company's financial planning.
- Bachelor's degree in Management, Marketing, Hospitality, or a related field.
- 1–2 years of experience in customer experience or service quality/assurance roles.
- Experience in coaching, training, or learning & development is preferred.
- Strong knowledge and understanding of customer service principles and practices.
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