Customer Experience Analyst

Description

Job Summary: Professional responsible for telephone contact with customers to offer products/services, address requests, ensure satisfaction, prospect new business, and foster loyalty. Key Highlights: 1. Active and responsive customer operations 2. Focus on customer satisfaction and business prospecting 3. Directly contributes to company results This professional is responsible for establishing telephone contact with both existing and potential customers—either proactively offering products/services (outbound) or responding to their requests, questions, and inquiries (inbound). Their primary role is to ensure customer satisfaction, prospect new business opportunities, and foster customer loyalty, directly contributing to the company's results. * **Outbound Operations:** * + Make telephone calls to prospects (potential customers) and existing customers to present products, services, promotions, and offers. + Prospect new customers by qualifying leads and identifying business opportunities. + Invite customers to events, surveys, or marketing initiatives. + Schedule visits or meetings for the external sales team, where applicable. + Conduct follow\-up on submitted proposals or previous contacts. + Manage the customer portfolio, seeking reactivation and new sales. * **Inbound Operations:** * + Answer telephone calls from customers and potential customers courteously and efficiently. + Provide detailed information about products, services, pricing, promotions, and commercial terms. + Register orders, resolve inquiries, handle complaints, and provide basic support. + Forward more complex requests to the respective departments, ensuring follow-up. + Record all interactions in the system (CRM/ERP). * **Information and Process Management:** * + Thoroughly record all customer interactions in CRM (Customer Relationship Management) systems or dedicated tools. + Update customer registration data. + Follow service and sales scripts, adapting them to customer needs. + Achieve and exceed company-established targets for sales, service, and quality. + Stay updated on company products, services, and policies. * **Quality and Continuous Improvement:** * + Ensure service and sales quality, aiming for customer satisfaction. + Participate in training and development programs to enhance sales and service techniques. + Provide feedback on customer satisfaction and process improvement opportunities. * **Other Responsibilities:** * + Perform other related tasks as required by the department and as directed by the immediate supervisor.