Customer Experience Specialist

Toyota Iraq • Full-time • Erbil, Iraq • 1w ago

Responsibilities:

Support the Customer Experience Manager in developing and executing CX initiatives.
Monitor customer feedback and identify patterns or trends to improve service.
Collaborate with marketing and product teams to enhance customer touchpoints.
Manage the collection and analysis of customer satisfaction surveys.
Assist in mapping the customer journey and identifying areas for improvement.
Provide recommendations to improve customer satisfaction and loyalty.
Track and report customer experience KPIs, including satisfaction and retention rates.
Assist in developing strategies for proactive customer engagement.
Stay updated on the latest trends in customer experience and satisfaction.
Execute and Report marketing campaigns through communication channels and owned platforms.
Execute quality assurance processes to ensure products (Mobile App., Website, Loyalty Program, etc…) meet established standards and specifications.
Create and execute campaign creations for the loyalty program.
Organize and document processes, procedures, and files related to each product.

Skills and Competencies:

Excellent communication and problem-solving skills.
Strong attention to detail and organizational abilities.
Ability to handle multiple tasks and meet deadlines.
Customer-focused mindset with empathy.
Proficiency in CRM systems and customer feedback tools.
Analytical skills to interpret customer data.
Strong collaboration skills and ability to work in a team.
Knowledge of customer service principles and practices.

Experience and Qualification:

Bachelor’s degree in marketing, Business, or a related field.
3-5 years of experience in customer service or customer experience roles.
Experience working with CRM systems and customer feedback analysis.

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