Customer Experience Specialist

hace 2 días


San José, San José, Costa Rica Nearlinx A tiempo completo

About the Role

We are seeking a highly motivated Customer Experience Specialist - Telecom to join our team at Nearlinx. This is a full-time position offering a competitive salary of $62,000 - $63,500 per month.

Key Responsibilities

In this role, you will build strong relationships with internal employees, vendors, and partners to ensure seamless customer orders and transitions. You will be the expert advisor for our support tools, systems, and processes, conducting customer onboarding sessions and assembling Quarterly Business Reviews (QBR) documentation.

You will also own the customer experience through QBRs and follow-ups, ensuring toolset adoption and satisfaction. Additionally, you will identify services coming up for renewal, act as the primary point of contact for customers, and negotiate with vendors to renew or upgrade services.

Metrics and KPIs

Your performance will be measured by the number of monthly QBRs conducted, in-contract revenue base growth, and bonuses for referrals, references, and case studies.

Internal Partnerships

You will work closely with the Service Advantage Team, Operations, Finance, and Sales AE to drive business success.

Requirements

To succeed in this role, you must have a strong sense of ownership, excellent written and verbal communication skills, and detail-oriented project management skills. Proficiency in Excel, Outlook, Teams, PowerPoint, and Word is required, with telecom experience being a plus.

Benefits

This role offers a dynamic work environment, opportunities for growth and development, and a comprehensive compensation package including a salary range of $62,000 - $63,500 per month.



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