Customer Experience Analyst

Description

Job Summary: We are seeking a Customer Experience Analyst to impact the satisfaction of our B2C customers by managing requests efficiently and continuously enhancing the omnichannel experience. Key Highlights: 1. Create memorable connections and ensure a seamless omnichannel experience. 2. Ideal opportunity for junior professionals eager to grow in CX. 3. Collaborate with diverse departments to resolve incidents and improve processes. At Maaji, we seek a passionate **Customer Experience Analyst** committed to creating memorable connections. If you're excited about ecommerce and want to directly impact the satisfaction of our B2C customers, this role is for you! You will be Maaji’s voice across our digital channels, ensuring a seamless and empathetic omnichannel experience. Your work will be critical in guaranteeing agile responses, managing changes and returns warmly, and driving continuous improvement. This is an ideal opportunity for junior professionals eager to grow in Customer Experience and Customer Service within ecommerce. Join our team and let’s create incredible experiences together! Your mission will be to ensure a satisfying shopping experience, manage requests in an agile and empathetic manner, and collaborate with diverse departments to resolve incidents—contributing to the continuous improvement of our CX processes and positively impacting key metrics. **Responsibilities:** * Manage B2C customer requests, complaints, changes, returns, refunds, and quality-related cases efficiently, clearly, and empathetically across various digital channels. * Operate and coordinate with Logistics, Finance, Ecommerce/Tech, Marketing, and physical stores to effectively resolve incidents and ensure customer satisfaction. * Contribute to continuous improvement of the customer experience by identifying incident patterns, proposing process updates, and preparing CX reports. * Ensure a satisfying shopping experience for end B2C customers by maintaining high-quality standards in every interaction. * Monitor and analyze key customer service metrics—including response times, CSAT, and NPS—and propose improvement actions. * Stay updated on company policies and procedures related to customer service and ecommerce. * Actively participate in trainings, team meetings, and cross-functional projects that advance the Customer Experience department. **Requirements:** * Bachelor’s degree in Industrial Engineering, Business Administration, International Business, Marketing, or related fields. * Minimum 1 year of experience in customer service, client support, or customer experience roles—preferably in ecommerce or retail environments. * Proficiency in ecommerce platforms, with emphasis on Shopify. * Experience using WhatsApp Business, Instagram, and email for customer support. * Familiarity with customer service management tools (CRM, helpdesk). * Intermediate English proficiency (B1 level or higher). * Proficiency in office tools such as Excel and Google Sheets for data analysis and report generation. * Residency in Medellín or availability to work on-site in the city. * Ability to manage requests, complaints, changes, returns, and quality-related cases efficiently, clearly, and empathetically. * Skill in coordinating with internal departments including Logistics, Finance, Ecommerce, Marketing, and physical stores. * Orientation toward continuous improvement—identifying recurring incidents and proposing process updates. * Understanding of customer service metrics such as response times, CSAT, and NPS. Work Location: On-site employment