What are the responsibilities and job description for the Customer Experience Specialist position at Sage?
This role will be a supporting role within Customer Experience to drive improvements to the overall Customer Experience. Forming part of the Customer Experience (CX) Team, your objective is to contribute to the improvement of customer satisfaction and delivery of high-quality service in accordance with the commitments of Sage to its customers. The role holder will have particular focus in two areas: The role holder will have particular focus on improving NPS and CSAT through ‘closing the loop’ with our customers to improve their experience and ultimately our overall score and performing administrative roles to further Customer Experience goals. The CX Specialist will be passionate about the customer and bring them to life right across Sage
Responsibilities:
• Co-ordinating the Sage NA Closed-Loop Feedback process • Understand main customer interactions with Sage and identify any issues/pain points and opportunities to improve through data, workshops, and research activities • Support customer experience workshops, creating supporting documents, and managing stakeholder participation and research • Share, participate and encourage participation in the activities of the ‘Magic Moments’ programs. • Production and sharing of customer stories bringing them to life across multiple platforms • Administration of recognition, reward, and culture programs • Be a key ambassador for ‘customer’, leading and contributing to local initiatives. • Elevate the CX message, support in project managing initiatives Requirements: • Minimum 2 years experience in customer support environment • Passionate about making a difference • Energetic and engaging • Highly motivated self-starter • Confident speaker who can positively engage with customers and colleagues • Good analytical skills, communications, and interpersonal skills • Capabilities to create, to organize and to manage processCustomer Experience Specialist
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