Customer Experience Specialist

Role overview

We are looking for a Customer Experience Specialist to help deliver a consistently high-quality customer journey throughout the lifecycle. This position focuses on handling customer communication, addressing questions and concerns, working with internal teams to resolve issues, tracking satisfaction, and supporting after-sales service in line with service standards and experience goals.

What you'll do

• Handle questions, requests, and complaints from customers through several communication channels.
• Record customer interactions accurately and promptly in the CRM system.
• Work with internal teams and departments to close customer issues and service requests efficiently.
• Assist with customer satisfaction tracking, including survey coordination, feedback gathering, and basic analysis.
• Monitor customer experience metrics and prepare regular reports and insights.
• Follow up on post-sales tasks such as unit handover and customer onboarding.
• Help implement customer communication guidelines, service processes, and improvement initiatives.
• Support customer retention and loyalty efforts that build long-term relationships.
• Make sure customer commitments are delivered through effective coordination with relevant business units.
• Spot gaps in the customer experience and suggest improvements based on feedback and operational observations.
• Contribute to customer engagement activities and help improve the overall customer journey.
• Carry out other tasks assigned by the Customer Experience Manager within the role's scope.

Requirements

• A bachelor's degree in Business Administration, Marketing, Customer Experience, or a similar discipline is required.
• Between 2 and 4 years of experience in Customer Experience, Customer Service, CRM, or a related area is expected.
• Hands-on experience using CRM systems and customer service tools is necessary.
• Strong skills in communication, coordination, and solving problems are important.
• Good command of Microsoft Office and reporting tools is required.
• Experience in the real estate sector is an advantage.

Key competencies

• Managing customer experience
• CRM usage
• Resolving customer complaints
• Clear communication
• Problem-solving
• Cross-functional coordination
• Understanding the customer journey
• Reporting and analysis
• Accuracy and attention to detail
• Customer-focused mindset