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Customer Experience Specialist – Detailed Role Rundown

Last updated: 06.06.2022
Author: Marko

CX specialists are the unsung heroes of the business world. By improving the customer experience, businesses can increase loyalty, drive revenue, and build a competitive advantage. So if you’re looking for ways to take your business to the next level by placing your clients first, or alternatively, consider a job as a customer experience specialist, this article is for you.

What Is a Customer Experience Specialist?

A CX specialist works with a business to create a strategy that will keep customers coming back for more. They will take care of everything — from first contact to post-purchase service — making sure that each and every interaction with the brand is positive.

Essential Skills of a CX Specialist

Being a great customer experience specialist is all about having the right skills and using them in the right way. Check out the most essential ones.

1. Strong communication skills 

You need to be able to listen attentively and understand customer needs. Then, you need to be able to communicate effectively with customers, whether it’s through email, chat, or phone.

2. Proactive attitude 

Customers don’t always know what they want or need. It’s up to the CX specialist to anticipate their needs and provide solutions before they even ask for them.

3. Technical expertise 

In order to provide effective support, you need to be familiar with the products and services your company offers as well as the technology used to support them. This will allow you to solve problems quickly and efficiently.

4. Customer-centric approach 

The best customer experience specialists put the customer first, always thinking about how they can improve the customer experience instead of simply meeting their needs.

5. Passion for helping others 

A successful career in customer experience requires a lot of dedication and passion for helping others solve their problems. If you have these qualities, then you have what it takes to become a great experience specialist.

6. Speed, flexibility, and agility

If you’re faster, more flexible, and more agile, you’ll be able to provide your customers with the best possible experience.

Customer Experience Roles and Responsibilities

As a consumer experience specialist, it is important to be aware of the various responsibilities that come with the role. The customer experience job description ultimately includes ensuring that the customer has a positive experience with the company. The following are some of the most important duties of a customer experience specialist

  • Developing and managing customer service policies and procedures;  
  • Creating and managing customer profiles;  
  • Handling customer complaints;  
  • Providing support to customers via telephone, email, or chat; 
  • Processing orders and returns.

Jobs that CX specialists can apply for include:

  • Customer Experience Manager
  • Customer Experience Coordinator
  • Director of Customer Experience

How much do customer experience specialists make?

As of April 2022, the average annual pay for a customer experience specialist in the US is $35,514 a year. Just in case you need a simple salary calculator, that works out to be around $17.07 an hour. This is the equivalent of $683/week or $2,960/month.

Conclusion

The customer experience specialist is a critical role in any company nowadays. By providing excellent customer service and creating a positive customer experience, this type of professional can help increase sales and create loyalty among customers, the most recent customer loyalty statistics show. In this article, we learned that in order to be successful, the consumer experience specialist must have excellent communication skills, be able to solve problems quickly, and have a passion for helping others. 

If you’re looking for a career that offers stability, room for growth, and plenty of opportunities to make an impact on customers — then customer experience is definitely the field for you. You’ll never have a dull day at work when you’re helping customers solve problems and delivering amazing experiences.