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Jobs in Demand 2021 | 06 Customer Experience

Wong Shu Lee  

|

  February 18, 2021

There is no business that can compete effectively without a great customer experience. Therefore, the need for Customer Experience Specialists is on the rise. 

 

Most people look at customer service as an entry-level role. However, while there are many frontline jobs available in customer support, there are also plenty of career enhancement opportunities for people who have more experience. It is a good career path for fresh grads as customer service teams offer a variety of unique experiences and benefits that can match what you’re looking for. 

 

What are the Major Tasks performed by Customer Experience Specialists? 

 

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. 

 

Below are some key responsibilities of customer experience specialists: 

 

  • Tracking customer experiences across online and offline channels, devices, and touchpoints.
  • Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
  • Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
  • Identifying customer needs and taking proactive steps to maintain positive experiences.
  • Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
  • Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
  • Performing product tests, evaluating after-sales and support services, and facilitating improvements.
  • Documenting processes and logging technical issues, as well as customer compliments and complaints.
  • Keeping informed of industry trends and new CRM technologies.

 

Who should consider Customer Experience Jobs? 

 

Taking a customer experience role is a great way to instantly develop your people skills as you’ll often need to deal with difficult customers and combative language. It is crucial to tap into your sense of self-regulation to calmly and effectively de-escalate customers so you can better assist them. 

 

Studies have shown that these people skills are linked more closely with success in the workplace than cognitive intelligence — especially when it comes to management. Starting your career in customer support sets you on the right track for building and growing these skills. 

 

Requirements for Customer Experience Specialists: 

 

  • A Bachelor's degree or Diploma in marketing, communications, advertising, business management, or in a related field preferred. 
  • Excellent verbal/written communication skills in English language and other local languages (Bahasa Malaysia, Mandarin, etc.) 
  • Experience in CRM software will be an added advantage
  • Proficiency in using MS Office such as Excel, PowerPoint, Word
  • Exceptional interpersonal skills and a client-centred approach.
  • Great organizational and time management abilities.
  • Superb collaboration and problem-solving skills. 

 

Vacancies for Customer Experience Specialists

 

Customer Experience Specialists are currently highly in demand. Below is a list of available Customer Experience Jobs on ZOM-IN. Let’s signup today and start applying for these opportunities! 

 

 

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