Customer Experience Specialist / Client Relations Specialist

I. GENERAL INFORMATION.

Position title: Customer Experience Specialist

Work area: Customer Experience

Reports to: Director of Operations

Positions directly supervised: None

Positions indirectly supervised: Project Managers

Date of creation: August 2, 2022

Date of update: April 6, 2023

II. POSITION’S GOAL.

To ensure our client’s satisfaction by creating a line of communication between our team and clients, and working closely with operations to provide an outstanding delivery of our services.

III. KEY FUNCTIONS AND RESPONSIBILITIES.

DAILY:

• General analysis of incoming customer requests.
• Ensure the timeline is on track for onboarded clients.
• Generate reports requested.
• Keep track of client’s digital performance.
• Be available to support clients via phone, email, & video calls.
• Gather client’s feedback.
• Liaison with other team members.

MONTHLY:

• Check-in with the clients.
• QA Report
• Identify 1 Key Win- SEO Ads, GA

QUARTERLY:

• Assist to all quarterly meetings on time.

SEMESTRIAL:

• Receive performance evaluations.

NOTE: This list does not encompass all your tasks and is a guideline for best practices and minimum standards for your position. This may be updated at a future time.

IV. BIGGEST CHALLENGES FOR THIS POSITION.

• Make sure assigned clients respond to emails.
• Be able to read client cues and identify adequate solutions.
• Constantly retaining specific information for each client.
• Be able to handle emergencies.
• Accurately understand the client’s ideas.
• The keyword for this job post is 'snowberry'

V. STRATEGIC INTERNAL RELATIONS.

Person | Object of interaction | Frequency

• Director of Operations | Daily activities and client updates |Daily
• Operations Manager | Review QA activities | Weekly
• Head of Department | General Inquiries | As needed
• Finance Director | QA complaint report | Billing and invoice updates
• Head of HR | Feedback, evaluations | Per semester
• CEO | Feedback, evaluations | As requested

Salary Range: $48,000/year - $54,000/year + bonuses

Experience Level: 5+ years experience. At least 1 year of agency experience preferred.

Start Date: ASAP

Location: USA, Canada, South Africa, Philippines

Hours: 9am - 6pm EST with 1 hour mid-day break

Please apply here: https://forms.gle/953wY5oevTXknCWu5

Job Type: Full-time

Pay: $48,000.00 - $54,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Work from home

Experience level:

• 5 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Shift availability:

• Day Shift (Required)

Work Location: Remote

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