Customer Experience Analyst

Description

Job Summary: This professional establishes telephone contact with customers and potential customers to offer products/services, address requests, ensure satisfaction, prospect business opportunities, and foster customer loyalty, thereby contributing to the company's results. Key Highlights: 1. Telephone contact with customers for offering and servicing 2. Customer retention and prospecting of new business 3. Information management and continuous improvement This professional is responsible for establishing telephone contact with customers and potential customers—both proactively (outbound) to offer products/services and reactively (inbound) to address their requests, questions, and inquiries. 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:** * + Record all customer interactions in detail within CRM (Customer Relationship Management) systems or specific tools. + Update customer registration data. + Follow service and sales scripts, adapting them to the customer’s needs. + Achieve and exceed the sales, service, and quality targets established by the company. + Stay updated on the company’s 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 regarding customer satisfaction and opportunities for process improvement. * **Other Responsibilities:** * + Perform other related tasks as required by the department and according to the instructions of the immediate supervisor.