Customer Experience Specialist
Company: OnSolutions
Location: Tirana, Albania
Deadline: 10 Dec 2022

VACANCY ANNOUNCEMENT

On Solutions is one of the newest companies of BALFIN Group launched in 2020, provides loyalty programs, customer experience & services, social media communication, NPS, CSI surveys, market research services, telesales and online sales management, measuring customer satisfaction, performing analyzing and reporting On Solutions manages the biggest loyalty program in Albania, Happy, with over 430,000 members being rewarded yearly. Happy Program is the only multi-brand scheme in Albania.

The company has expertise in Loyalty programs, Customer Experience & Customer Services, offering personalized campaigns and high-level expertize to partner’s customers on daily basis.

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, Switzerland, Croatia, and the Netherlands, employing approximately 5,200 people. The activities of BALFIN Group comprise real estate, wholesale and retail, banking, asset management, media, education, and logistics. BALFIN Group is growing steadily, having a positive impact on the communities through economic development, employment opportunities, innovation, and social investment.

 

Position:          Customer Experience Specialist 

Company:       On Solutions SHPK

Department:   Customer Experience

Reports:          CEX Coordinator

                   

Job Overview:

A customer experience specialist is responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management and so on, in order to keep fine-tuning the customer’s experience.

 

Responsibilities and Duties

  • Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.
  • Liaise with partners and internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
  • Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
  • Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
  • Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
  • Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
  • Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app
  • Working with cross-functional teams to develop and implement new initiatives that will improve customer satisfaction
  • They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.
  • Developing reports on customer feedback and satisfaction levels
  • Responsible for quality of service in COP’s.
  • Assess support interactions based on internal standards;
  • Accompany evaluations with meaningful and constructive feedback;

 

Qualifications

  • 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).

 

Work conditions:

OnSolutions offers an attractive benefit package, including a fair remuneration based on merit and performance evaluation.

 

Application Procedure: All the interested candidates are welcomed to submit their CVs in the address: e.hoxha@onsolutions.al

 

Deadline Application: 10 December 2022

Only selected candidates will be contacted for the interview.

*All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the “Protection of Personal Data”.

Please note that only those candidates SELECTED for further consideration, will be contacted.