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Customer Experience Advocate

2 months ago

Atlanta, Georgia, United States Bose Full time
{"title": "Customer Experience Advocate", "content": "Job Summary

Bose is seeking a skilled Customer Experience Advocate to join our Information Technology team. As a key member of our team, you will be responsible for building and maintaining strong relationships with our customers, understanding their business needs, goals, and challenges.

Key Responsibilities
  • Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
  • Proactively engage with customers to provide insights, recommendations, and solutions that enhance their experience and success with our products or services.
  • Advocate on behalf of customers to internal teams, ensuring that customer feedback is heard and acted upon.
  • Coordinate with product engineering, R&D, marketing, human resources, and operations teams to resolve complex customer issues and improve overall service quality.
  • Track and manage customer issues to ensure they are addressed within agreed-upon service levels.
  • Identify opportunities to enhance customer satisfaction through proactive outreach, education, and engagement.
  • Analyze customer data to identify trends, potential issues, and opportunities for improvement.
  • Work closely with IT to support communicating the services we offer for our customers.
Requirements
  • Bachelor's degree in Business, Communications, or a related field.
  • 3+ years of experience in customer advocacy, customer success, or a related role, with a proven track record of managing and resolving customer issues.
  • Experience working with enterprise customers is highly desirable.
  • Strong understanding of customer success metrics, tools, and best practices.
What We Offer

Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.

", "lang_code": "en-US"}