Customer Experience Coordinator

3 weeks ago

Minneapolis, United States Voyager Global Mobility Full time

Company Overview:


Voyager Global Mobility and its subsidiaries play a central role in urban transportation in some of the most dynamic cities throughout the Americas. We power more than 10,000 drivers with professionally managed vehicles and resources so they can succeed as entrepreneurs in the ride-sharing economy. Our fleet-as-a-service model—a scalable infrastructure of well-maintained vehicles, driver resources, data and metrics—can be deployed to empower the Uber platform and other noted rideshare services to deliver world-class service anywhere.


Job Description:


The Customer Experience Coordinator role will have the responsibilities encompassing exceptional Customer Support, Net Promoter Score and Customer Satisfaction Surveys with effective problem resolution through various communication channels. The ideal candidate should bring 2-5 years of experience in the CX environment. Collaborating with cross-functional teams, the coordinator will contribute to a seamless customer experience, demonstrating strong communication skills and a commitment to customer satisfaction.


This role will be directly reporting to the Senior Director- Key Accounts & Customer Experience.


Essential Job Functions:


  • Support and project manage customer experience projects and initiatives, including timeline adherence, cross-functional collaboration, etc.
  • Escalate complex issues to the appropriate departments for further investigation and resolution.
  • Generate NPS and Customer Satisfaction Surveys
  • Engage proactively with customers to gather feedback and identify areas for improvement.
  • Contribute to the development of customer engagement strategies.
  • Work closely with cross-functional teams, including sales, product, and technical support, to ensure a seamless customer experience.
  • Collaborate with internal departments to stay informed about product updates, policies, and procedures and their effects on customer experience.
  • Must be able to work with or without reasonable accomodations.
  • Peform other duties as assigned.


Qualifications Needed:


  • Project Management Skills
  • Ability to analyze data, create presentations, process flows, etc.
  • Ability to effectively communicate complex information to customers.
  • 2-5 years of experience in customer service, preferably in a customer experience role.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently and meet project deliverables.
  • Excellent verbal and written communication skills in both languages.
  • Active listening skills with a focus on understanding and addressing customer needs.
  • Passion for delivering exceptional customer experience.
  • Customer-focused mindset with a commitment to customer satisfaction.
  • Ability to collaborate effectively with team members and other departments.


Travel Requirement: 10 - 15%


Benefits:


  • Competitive base salary of 70k.
  • Full benefits package.
  • Sick, personal time, and company holidays.


The Company reserves the right to modify essential job functions, qualifications and overall job duties at any time in order to support the needs of the business. Any changes will be communicated to the appropriate parties.

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