Customer Experience Specialist (must live in Lebanon)

Company Description

Phoenix Offshore is an organization that connects U.S. businesses with Lebanese talent across various services, and in this case, we are recruiting Lebanese talent for a privately held & Lebanese-owned insurance agency headquartered in Washington, DC.

As an all-lines insurance broker, they have been serving domestic and international communities with success since 1970. They offer a wide range of insurance products and risk management services, including Embassies & Diplomatic Missions, Commercial, Life and Disability, Employee Benefits, and Private Clients. Given that the agency is client-focused, customer experience is at the top of its priorities. The client's most valued asset is its people. Finding the right people is vital to providing a great customer service experience. Their human capital is their competitive advantage; it is what truly separates them from what the competition views as the industry standard for customer service. As recipients of the GOLD Stevie Award for Best in Customer Service, their standards for providing the best customer experience are extremely high.

This position offers ample training and the opportunity to join an exceptional American firm that is expanding its international presence.

Job Description

Role Overview

We are seeking a Customer Experience Specialist to manage and optimize our client experience initiatives. This role focuses on developing comprehensive customer success strategies, mapping client journeys, and ensuring exceptional service delivery across all touchpoints.

Type: Full-Time Contractor (Lebanon)

Reports to: Project Manager

Key Responsibilities

• Develop roadmap for customer success initiatives and implementation.
• Integrate customer experience strategies with service team operations.
• Create and maintain client journey mapping on an ongoing basis.
• Conduct quality assurance for client journey maintenance.
• Oversee communications quality assurance processes.
• Identify and present growth opportunities based on client insights.
• Manage sales pipeline according to service level agreements (SLAs).
• Maintain lead score history for ROI measurement and analysis.
• Collaborate with sales and service teams to ensure seamless client experience.
• Analyze and document customer feedback and implement improvement strategies.
• Analyze customer data and implement improvement.
• Referral partnerships.

This role will have a $1500/month salary ($1300/month for the 3-month onboarding period).

This role is a full time role Monday through Friday, working 3:30PM - 12:30AM Lebanon Time.

Qualifications

This role requires 2-3 years of experience in marketing.

• Experience in customer experience or customer success roles.
• Pro-active strategic and analytical approach with attention to detail.
• Excellent communication and interpersonal skills.
• Experience with CRM systems and customer journey mapping.
• Knowledge of SLA management and performance metrics.
• Ability to work independently and manage multiple projects.
• Proven ability to succeed in cross-functional roles (working in unison with sales, service, marketing, leadership as the job requires).
• Proficiency in data analysis and reporting tools.
• English language proficiency required.

Additional Information

All your information will be kept confidential according to EEO guidelines.

A message from our client:

We value collaboration, innovation, and excellence in customer service. We offer a supportive remote work environment with opportunities for professional growth and development. Our team is committed to providing exceptional insurance and financial services while maintaining the highest standards of integrity and professionalism.