Junior Customer Experience

About this role

We are looking for a Junior Customer Experience Specialist who is curious, proactive, and genuinely interested in understanding customer needs. The role goes beyond answering customers — this person will own customer issues from identification to resolution, coordinate with internal teams, identify recurring problems, and help improve the overall customer journey. It is an ideal starting point for someone who wants to build experience across Customer Experience, Operations, Product, and Process Improvement.

Requirements

• Customer Experience
• Act as a key point of contact for customers across available channels.
• Understand customer needs and provide clear, accurate and professional responses.
• Handle complaints and service issues with empathy and ownership.
• Follow up with customers until the issue is properly resolved.
• Ensure customers receive a consistent experience across different touchpoints.
• Voice of Customer
• Capture customer feedback and recurring pain points.
• Run regular customer surveys and feedback collection to generate proper insights.
• Identify patterns in complaints and customer requests.
• Highlight opportunities to improve products, processes or communication.
• Share customer insights with Product, Operations and Project Management teams.
• Help translate customer feedback into actionable improvement points.
• CX Operations & Reporting
• Maintain accurate customer cases and interaction records in the CRM / CX system.
• Track open, pending and resolved cases; prepare basic daily/weekly CX reports.
• Support the team in identifying operational gaps and trends.