Customer Experience Specialist
- Hiring from
- Brazil
- Work type
- Hybrid
- Posted
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Take your next step as Customer Experience Specialist at CHG-MERIDIAN!
Location: São Paulo
Department:
Objective/purpose of the described job -
Ensure customer satisfaction by managing and optimizing the customer journey with CHG. Responsible for interacting with customers, coordinating with all relevant internal stakeholders, and ensuring the best process setup and onboarding for new customers and projects. Acts as the main point of contact for customers, guaranteeing a positive experience throughout the entire leasing period and supporting process quality and service management involvement at the right time for each project.
Main tasks -
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Act as the main point of contact for customers regarding all operational topics (not commercial relationship)
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Provide process consulting and administrative support for new customers, working closely with Account Managers/PreSales to translate customer needs into viable solutions
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Analyze and evaluate opportunity requirements in terms of business value, process feasibility, and efficiency
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Ensure operational productivity by developing scalable standard solutions, focusing on automation and digitalization
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Attend customer meetings with Account Managers as needed
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Create and maintain high-quality Customer Information Sheets in the CRM; develop additional process descriptions/flowcharts if necessary
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Ensure proper process implementation, including all internal CHG services and coordination with Service Managers for external services
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Generate, send, and track master-level documents, interacting with customers and the legal department
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Collect all necessary documents from customers in partnership with the Account Manager
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Serve as the point of contact for Lease Supplier Specialists regarding supplier and service partner integration
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Continuously review processes throughout the leasing lifecycle, identifying opportunities for process and system optimization
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Promote process standardization, simplification, and increased automation/digitalization for customers
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Regularly monitor service levels using control reports and KPIs, following up with internal departments to improve the customer experience
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Resolve customer issues/complaints through root cause analysis and problem-solving
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Ensure timely and qualitative delivery of any additional information or files requested by the customer
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Ensure all timeline-level documents are signed and returned on time (joint responsibility with Account Manager)
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Act as the point of contact for EOL (end of lease) activities and questions, such as pricing
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Participate in relevant customer meetings
What we offer:
- Flexible working hours and a hybrid work model
- Grow through tailored training in social, methodological, technical, and leadership skills
- Stay connected with the latest-generation mobile devices
- Benefit from corporate health management, Global Health Week, and mental well-being initiatives
- Take part in sports challenges, wellness activities, and team events
- Work from inspiring locations with our workation opportunities
- Make an impact through social responsibility projects and our CARE initiatives
Let’s shape the future together. We look forward to receiving your application.
Your contact for this position is: Daniele Alves
Our Diversity, Equity, Inclusion, and Belonging Commitment: CHG-MERIDIAN embraces individuals from all backgrounds and perspectives to create a welcoming and collaborative workplace. We are committed to providing equal opportunities to foster a work environment free from discrimination and harassment. All individuals are treated with fairness, respect, equality, and dignity. We provide and promote an inclusive workplace where diversity is valued, and all social and cultural backgrounds are embraced. Our commitment to diversity and inclusion guides every stage of our recruitment process.