Customer Experience Operation Specialist

We are seeking a passionate and driven Customer Experience Operation Specialist to join our growing Marketing team and to work under our Global customer experience manager.

In your role you will execute and support CX projects such as: implementation and first tear support of our B2B partnership club and different CX tools as well as CS projects, such as: Identification, examination, and implementation of platforms to promote the quality of customer service.

What You'll Do:

• B2B partnership club implementation: manage a global project, providing ongoing guidance and support to maximize its success.
• CX efficiency: Identification, examination, and implementation of CX tools in our subsidiaries around the globe
• CS efficiency: Identification, examination, and implementation of CS platforms in our subsidiaries around the globe
• Process management: Ongoing project monitoring (end-to-end), Timeline management, Ability to motivate action and meeting deadlines.
• Data Collection: Generating reports and preliminary data analysis on user behavior, content suitability and relevance to determine their effect on user satisfaction.

Responsibilities

• Teamwork promoter: Working closely with the Design and development teams on CX platforms and tools.
• Proactive Engagement: Actively engage with subsidiaries, building trust and fostering collaborative relationships. Proactively identify their challenges and opportunities for improvement.
• Problem-solving and Escalation: Effectively resolve day-to-day issues, troubleshoot technical problems, and escalate critical situations to the appropriate internal resources.
• Technical Expertise: Bridging the gap between technology and operational relevance. Cultivate a deep understanding of local markets unique needs and challenges to tailor support and exceed expectations.
• Customer Advocacy: Champion the voice of the customer within the organization, communicating their needs and feedback to internal teams to drive product development and improvement.

Qualifications

• Ability to work with many diverse interfaces and different departments, both internally and externally - critical.
• Fluent English is a must. Other languages are an advantage.
• Excellent communication, presentation, and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to independently complete solution implementations
• Proactive and results-oriented with a passion for customer success
• Proven ability to translate complex technical concepts into clear and concise language for non-technical audiences.
• Experience with customer support/customer service tools - big advantage
• Experience with web applications – advantage
• Familiarity with QA processes – advantage
• High Troubleshooting capabilities
• Fast learner and adaptable
• Tech-savvy and eager to explore new technologies,