Customer Experience Specialist - Remote Opportunity

About the Role

Join Elis as a Customer Experience Specialist in a remote capacity, where you will play a pivotal role in enhancing customer satisfaction across our national network. With over 75 years of experience in the industry, Elis is committed to providing high-quality services in textile rental and maintenance, hygiene, and well-being for professionals. This position is crucial for driving customer excellence and fostering a customer-centric culture throughout the organization.

What You'll Do

• Conduct diagnostics in centers nationwide to analyze and design personalized action plans aimed at improving customer service and experience.
• Serve as a national reference for post-sales, training and guiding teams on Customer Experience tools and methodologies, ensuring the effective implementation of the customer journey.
• Coordinate with Marketing and CX teams to align training content with strategic campaigns and objectives.
• Monitor surveys and key performance indicators (KPIs), analyzing satisfaction results and proposing continuous improvements.
• Report and analyze KPIs, updating dashboards in Power BI to reflect ongoing performance.
• Follow up on and present national sales competitions aimed at business development initiatives.

Requirements

• Experience in training, customer service, or consulting in Customer Experience.
• Strong customer-centric orientation.
• High proficiency in Office and Power BI.
• Excellent communication and influence skills.
• Ability to motivate and develop teams.
• Willingness to travel frequently across the country.
• High level of English (French is a plus).

Nice to Have

• Experience in a B2B service environment.
• Knowledge of customer journey mapping.
• Familiarity with customer feedback tools.

What We Offer

• Integration into a growing international company.
• Direct impact on improving customer experience at a national level.
• A dynamic, collaborative, and innovative work environment.
• Company car for business travel.
• Opportunities for professional development.