Customer Experience Analyst

Job Description

Central Bank is a dynamic and customer-centric organization committed to delivering exceptional experiences to our valued customers. We are seeking a Part-Time Customer Experience Specialist to join our team to support our mission of ensuring a consistent and satisfying customer experience across all channels.

As a Customer Experience Analyst, you will be responsible for ensuring our customers have a positive and satisfying experience when interacting with our company. You will play a crucial role in identifying issues and trends, solving problems, providing responses to customer and employee feedback and improving the overall experience of the customer.

Key Responsibilities:

• Customer and Employee Support: Provide friendly and professional support to address inquiries and resolve issues in a timely and efficient manner.
• Product Knowledge: Develop a deep understanding of our products and services to effectively answer questions and provide relevant information.
• Issue Resolution: Investigate and resolve issues by troubleshooting problems, escalating complex cases when necessary.
• Communication: Maintain clear and concise communication with others, ensuring that all interactions are handled with empathy and professionalism.
• Documentation: Assess customer touchpoints, identify friction points, and provide insights to help improve the customer journey.
• Customer and Employee Feedback: Track and analyze customer and employee feedback, provide it to appropriate departments, and suggest improvements based on insights gathered.
• Cross-Functional Collaboration: Collaborate with other departments to address customer needs and contribute to a seamless customer experience.

Requirements

Excellent communication skills, both written and verbal

Empathetic and patient, with a strong customer-first mindset.

Detail-oriented and highly organized.

Ability to work independently and as part of a team.