Tirane, ofroj vend pune Customer Experience Specialist

On Solutions is part of Balkan Finance Investment Group. BALFIN Group, is one of the most significant and successful investment groups in the Western Balkans region. Geographically, Balfin Group is present in Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro and the Netherlands, employing more than 5,000 people. The activities of the BALFIN Group include the development and management of real estate, retail, mining industry, banking, tourism, energy, logistics, etc. The BALFIN Group is growing steadily and having a positive impact over the nearby communities through economic development, employment growth and social investment. On Solutions is a new company of Balfin Group operating in the Retail industry covering loyalty and customer care services.


Customer Experience Specialist - Job Description
We are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone who’s expertise results in excellent customer relationship management and a positive brand image.

Customer Experience Specialist Responsibilities:

• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Ability to map, design and implement customer journey
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.

Customer Experience Specialist Requirements:

• A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
• At least 2 years' experience as a customer experience specialist, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information. Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software, Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
• Excellent knowledge in English (Understanding – speaking – writing)

Reporting Line: Reports to the Head of Department

Work conditions: Balfin Group offers an attractive benefit package, including a fair remuneration based on merit and performance evaluation.

Application Procedure: To apply for this position, please submit Your CV before 31.08.2021 through the email address: [B]e.hatia@onsolutions.al[/B]

*All applications will be treated with strict confidentiality according to the law No. 9887 set by theAlbanian Parliament for the "Protection of Personal Data".
Please note that only those candidates SELECTED for further consideration, will be contacted.