Customer Experience Coordinator

Location: Fully Remote or Hybrid in Panama City, Panama
Employment Type: Full-time

About ENX Global

ENX Global is a leading enterprise technology company focused on innovating solutions that resolve complex challenges in the corporate world. As a privately-owned family business, ENX Global prioritizes the design, development, deployment, and support of solutions that enhance enterprise operations. Their approach is deeply rooted in understanding and addressing the specific needs of their clients, ensuring that each solution is perfectly tailored to suit the unique requirements of each enterprise. ENX Global's dedication to technology and service excellence makes it a beacon in the tech industry, demonstrating the power of blending advanced technological solutions with strong ethical values.

Job Description:

The Customer Experience Coordinator will be pivotal in managing the first line of customer support agents and coordinating with the software development team to resolve customer issues as per the Expected Time of Solution (ETS) standards outlined in customer contracts. The goal is to ensure customer satisfaction through timely, effective responses and resolutions of issues, while maintaining team efficiency and morale.

Responsibilities:

• Team Coordination and Management:
  • Oversee the day-to-day operations of customer support agents.
  • Coordinate with the software development team to ensure that customer tickets are resolved within the contracted ETS.
  • Manage scheduling to ensure adequate coverage and prevent overworking, contributing to high team morale.
• Customer Issue Resolution:
  • Monitor the ticketing system to ensure all customer issues are addressed promptly.
  • Act as a point of escalation for complex customer issues.
  • Ensure that all customer interactions meet the company's standards for quality and professionalism.
• Performance Monitoring:
  • Track and analyze team performance against customer satisfaction goals and service level agreements (SLAs).
  • Implement continuous improvement strategies based on performance data and customer feedback.
  • Prepare and present regular performance reports to senior management.
• Training and Development:
  • Develop and deliver training programs for new and existing team members to enhance their customer service skills and technical knowledge.
  • Identify skill gaps within the team and organize targeted training sessions.
• Stakeholder Communication:
  • Regularly communicate with internal stakeholders, including product teams and senior management, about customer feedback and team performance.
  • Ensure all team members are informed about updates or changes in products, policies, or procedures that impact customer service..

Requirements:

• Educational Background: Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience: At least 2 years of experience in a customer service role within a SaaS or tech company. Experience in a supervisory or coordinator role is preferred.
• Technical Skills: Proficient in CRM software and ticketing systems. Basic understanding of software development processes.
• Soft Skills: Excellent leadership, communication, and organizational skills. Strong problem-solving capabilities and the ability to work under pressure.
• Additional Requirements: Familiarity with customer service metrics and SLAs.
• Personal Characteristics:
  • Customer-centric: Puts the customer at the heart of decision-making.
  • Team Leader: Motivates and manages teams effectively, ensuring high morale and productivity.
  • Analytical Thinker: Uses data to guide actions and improvements in customer experience and team performance..

Why Join ENX Global?

• Family-Oriented Culture: Experience a unique corporate environment where family values are paramount, providing a supportive and nurturing workplace.
• Employee Revenue Sharing: Benefit from a generous revenue share program that rewards employees for their contributions to the company’s success, enhancing job satisfaction and financial well-being.
• Career Development Opportunities: Gain access to a variety of career paths through ENX Global’s subsidiaries—ELCONIX, InterFuerza, Komodin, and Arpia Technologies—offering opportunities for growth and specialization.
• Inclusive and Respectful Environment: Work in an atmosphere where every employee is respected and valued, fostering a sense of community and belonging.
• Investment in Employee Success: Join a company that is committed to the professional and personal development of its staff, ensuring that everyone has the tools and opportunities to succeed.

How to Apply:

Please submit your resume along with a cover letter detailing your interest and qualifications for this role in the following form: