Drive online reputation improvement for PERGOLUX across US customer feedback channels using empathetic communication and skilled complaint resolution.
As a Customer Experience Specialist, you will manage public reviews, social inquiries, and sensitive complaints. You will coordinate service recovery across Customer Service, Claims, Logistics, Product, and Marketing. The work focuses on improving ratings, resolving customer issues, and converting feedback trends into operational improvements.
Key Responsibilities:
- Monitor reviews across Trustpilot, Google Reviews, BBB, and social platforms
- Write timely public responses protecting privacy and brand values
- Coordinate service recovery, negotiation, and complaint resolution
- Track commitments and follow up every two working days
- Report monthly on sentiment, ratings, and improvement opportunities
Requirements:
- Approximately three or more years of relevant experience
- Proven online reputation management and rating improvement experience
- Excellent written and verbal English communication skills
- Solid de-escalation, negotiation, and problem-solving abilities
- CRM or ticketing system experience across review platforms
Apply your reputation management, service recovery, and analytical skills to strengthen PERGOLUX customer experiences and public ratings.