Customer Experience Specialist (Call Center Lead Experience)
Job Description
About the company:
A subsidiary of the Chinese group Transsion Holdings is one of China’s biggest mobile phone makers and a major global player with a presence in more than 70 markets across the world, especially in the African and South Asian markets.
The Customer Experience Specialist is responsible for monitoring and enhancing customer satisfaction and loyalty across all service touchpoints. This role ensures consistent delivery of high-quality service, drives continuous improvement initiatives, and supports local teams in achieving customer experience goals.
Key Responsibilities
- Monitor Customer Satisfaction:
Regularly track and analyze CSAT and NPS trends to ensure achievement of weekly, monthly, quarterly, and annual satisfaction targets at the country level.
- Optimize Service Processes:
Design and implement service processes tailored to different customer groups to enhance overall experience. Promote and improve review collection rates to accurately evaluate service performance.
- Contact Center Management:
Oversee contact center service quality by guiding agents to deliver standardized customer service, including service etiquette, timely responses, outbound calls, and quality inspections. Manage the KPIs and operational expenses of the contact center.
- Service Center Management:
Ensure receptionists in service centers adhere to service standards covering appearance, behavior, communication, workflow, and system entries. Take responsibility for all performance indicators of reception staff.
- Key Account Relationship Management:
Maintain strong relationships with local key accounts by gathering feedback, addressing needs, and supervising key account managers. Conduct and review regular visits to key accounts and major retail stores to capture the voice of the customer and generate actionable insight reports.
- Customer Voice & Complaint Resolution:
Oversee VOC (Voice of Customer) handling processes to ensure complaint resolution within 48 hours and achieve a 90% closure rate. Categorize and direct customer feedback for appropriate action and continuous service improvement.
- Training & Development Oversight:
Monitor the performance of experience line trainers to ensure completion of monthly training objectives. Regularly assess the effectiveness of training programs for user experience staff.
Skills & Qualifications
- Proficient in English; able to use it as a working language.
- Strong sense of customer service and empathy toward customer needs.
- Proficiency in customer experience methodologies and improvement frameworks.
- Excellent organizational, coordination, and communication skills.
- Analytical mindset with the ability to translate data insights into actionable improvements.
