Customer Experience Specialist

Job Description

Fragomen is seeking a Customer Experience Consultant to work with one of our biggest and most prestigious clients.

The Customer Experience Consultant will responsible for analyzing and improving the customer experience for one of the firm's largest and most prestigious corporate clients and its employees.

Overview

We are seeking a collaborative team player with a "can-do" attitude to join our client service team supporting one of the firm's biggest clients. As a Customer Experience Consultant, you will play a critical role in collecting, analyzing, and acting upon feedback from our client and its employees, and the service they receive from our client team at Fragomen. This includes implementing and improving our customer service/feedback tools, analyzing customer satisfaction data, and liaising with foreign nationals at the client to find out more about their satisfaction with our service. The Customer Experience Consultant will partner with the Fragomen client team to drive customer satisfaction initiatives to resolution. We need a self-starter who will learn quickly, drive deliverables, and take pride in ensuring that the customer experience is prioritized at all times.

Responsibilities

• Review and analyze customer satisfaction feedback, including concerns, to identify root cause and present big picture service and process solutions
• Design innovative customer service initiatives to improve client customer service survey scores
• Identify and implement processes and programs to retrieve reliable, reportable and impactful customer satisfaction data
• Establish and publish meaningful metrics to report on the client team's service delivery
• Translate data into consumable, actionable narratives; regularly update management, including senior leadership, with results and strategic recommendations.
• Create customer care scorecards with actionable takeaways
• Serve as the expert on Customer Experience data, solutions and innovations
• Work closely with the Data and Reporting team, connecting customer experience data to useful data across the organization to provide customer insights that drive customer experience improvement
• Communicate regularly and effectively with internal and client stakeholders
• Act as an escalation manager when service issues impact customer relations, driving problems to resolution and managing communications within Fragomen and with the client
• Refer advanced cases to management for resolution, providing background information as necessary
• Scale the support processes in strategic ways; develop new processes and improve upon existing processes
• Advise on employee training requirements to ensure staff is highly proficient in their efforts to support the client
• Prioritize and execute multiple projects and tasks with minimal supervision or direction.
• Learn the case management system and immigration case types to facilitate a deep understanding of our services

About You

• 2+ years of experience in a Customer Service or Customer Care position, ideally supporting large enterprise clients
• Passion for customer service and for delighting the customer
• Strategic thinker who looks for opportunities to maximize efficiencies and reduce manual efforts
• Data and process driven
• Excellent interpersonal, collaboration, and problem-solving skills
• Strong communication skills, able to communicate effectively written and verbally with internal and external stakeholders
• Ability to establish and maintain strong relationships at all levels of the organization
• Ability to be flexible, multi-task and get things done in a fast-paced and constantly changing
• environment
• Resilient and tenacious with a propensity to persevere
• Highly organized and detail oriented with an inclination for planning strategy and tactics
• Strong team player and ability to work collaboratively with and through others
• Education: Bachelor's degree and/or relevant customer care experience