Customer Experience Specialist

Job Description

- Lead and implement CX projects related to pharmaceuticals, vaccines, and healthcare services.

- Design and execute surveys, collect feedback from web/app, chat, call, in-store channels.

- Work with IT and cross-functional teams to optimize CRM and loyalty programs.

- Analyze customer behavior trends, generate reports, and provide business recommendations.

- Prepare and submit periodic work reports.

- Complete other tasks as assigned by superiors.

Job Requirement

- Bachelor’s degree in Business Administration, E-commerce, Marketing or related fields.

- Minimum of 2 years of experience in customer experience management, CRM, or related roles within e-commerce, retail, or consumer healthcare services.

- Deep understanding of customer experience metrics (NPS, CSAT, CES) and best practices within the healthcare and pharmaceutical industry.

- Proficiency in CRM platforms and data visualization tools (e.g., Power BI, Tableau).

- Knowledge of customer journey mapping and usability testing methodologies.

- Strong problem-solving and critical thinking skills.

- Proactive and customer-centric mindset with a results-driven approach.

- Ability to handle multiple projects simultaneously and work under tight deadlines.