Customer Experience Specialist

At DOCOMO PACIFIC, we believe in connection—bringing people, innovation, and opportunity together to shape a brighter future for our island communities. Rooted in the values of excellence, respect, trust, and teamwork, we are powered by the spirit of Ina’fa’maolek—working together for the greater good. Welcome to the world of Customer Experience Management, where every smile, click, and comment matters more than you'd think! Picture yourself as the ultimate ambassador of happiness, a conductor of customer joy, and the superhero of satisfaction.

In this role, you're not just managing customers; you're crafting an unforgettable adventure for them. Imagine being the wizard behind the curtain, pulling the strings to create a symphony of smiles. Your mission? Turn every interaction into a blockbuster experience! You’ll be part of the team behind creating seamless, delightfully easy journeys from "Hello" to "Thank you for choosing us!" It's not just about solving problems; it's about turning frowns upside down and transforming "meh" moments into "aha" memories. Your toolkit includes empathy, active listening, a fresh perspective and an innovative mindset.

You'll be the Sherlock Holmes of understanding customer needs and the MacGyver of finding creative solutions. The goal is to bring the brand to life by anticipating what customers need and want before they even ask. Essential Duties And ResponsibilitiesCXM Subject Matter ExpertRepresent the voice of the customer in business projects. Advocate for providing end-users with a proactive and delightfully easy experience. Stay abreast of emerging trends in CX trends and technology. Foster Cross-functional CollaborationCollaborate with marketing, sales, product and technology teams to ensure seamless customer experiences across all channels. Support strong communication frameworks to address customer concerns effectively.

Support the team by participating in wider brand initiatives. Execute CX Strategy and Initiatives Identify and recommend enhancements to existing technologies to streamline processes, improve efficiency and deliver consistent customer service. Support and execute the planning, development and delivery of CX initiatives. Bring others along on the journey through effective training and development activities. Support teams through documentation, training resources, or workshops that promote CX best practices. Data AnalysisUtilize customer feedback, surveys, and data analytics to identify areas for improvement. Implement data-driven decision-making processes that lead to action/improvement.

Performance MetricsTrack key performance indicators (KPIs) related to NPS and other customer touchpoint metrics. Regularly report on CX performance to stakeholders. Contribute to tracking progress and achieving CX milestones. The Output Of The Role IncludesUnderstanding each stage of the customer journey and the similarities/differences of all impacting touchpoint. Utilizing CX principles and practices, such as customer journey mapping, when initiating and delivering plans and programs. Working with other departments to maximize existing platforms and streamline processes to improve customer experience. Gathering customer feedback through surveys, reviews, and social media.

Enable business areas to understand customer sentiment and make informed decisions. Work closely with product and marketing on tailoring products, services, and communications to individual customer preferences. Support in achieving and maintaining NPS and other CX success metrics. Regularly shadow and observe customer interactions across all touchpoints. CompetencyTo perform the job successfully, the individual should demonstrate the following competenciesDesign – Demonstrates attention to detail and strives for excellence.

Problem Solving – Identifies and resolves problems in a timely manner Interpersonal Skills – We bring energy and passion to our work and always aim to be respectful and communicate openly with team members and other departments Written Communication – Able to read, write, and interpret written information while being reliable and transparent Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Necessary SkillsExcellent technical and analytical skills Effective people and communication skills Flexibility and ability to work on multiple assignments in a fast-paced environment Able to work independently but understands when to seek support Strong hands-on experience Excel, PowerPoint and other analytics tools Necessary TraitsSpirited personality Ability to work well with a diverse group of individuals Understand role within team but takes initiative Ability to work under pressure but maintain a calm and approachable demeanor Must be a self-motivated individual that is empowered to make decisions as required.

EDUCATION And/or EXPERIENCEBachelor’s degree in Marketing, Business, Communications or relevant field preferred 2 years in a customer-facing role or support role is a minimum requirement Experience in supporting and executing Go-To-Market strategies is highly preferred. Proficient in all MS Office applications: Word, Microsoft Excel, and PowerPoint; familiarity with CRM or customer feedback platforms is advantageous. Communication SkillsAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees of the organization.

Ability to converse professionally and with empathy with an emphasis on owning and solving issues whilst building excellent rapport. Other SkillsExcellent project management, organizational skills and the ability to process requests as required. Excellent stakeholder management. Must be customer obsessed and focused. Ability to work with minimum supervision. Willingness to assume responsibility for accuracy of work performed. A living embodiment of the DOCOMO PACIFIC Brand and Culture. Ability to learn and adapt to varied work assignments. Must be able to work a full-time schedule, which may include evenings and weekends.

Work ScheduleThis position is a standard full-time role and during select times individuals will be asked to work a flexible schedule based on department and company needs. Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk, hear, stand, walk, and sit. The employee is occasionally required to crouch, kneel, balance, bend/stoop, climb, push/pull objects and drive. The employee must be able to lift up to 25 pounds regularly and up to 50 pounds occasionally. Specific vision abilities required by this job include close vision, color vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

At DOCOMO PACIFIC, we celebrate what makes each of us unique. We’re proud to be an Equal Opportunity Employer—committed to creating a workplace where everyone feels valued, respected, and empowered to thrive. We welcome applicants of all races, colors, religions, genders, gender identities, sexual orientations, ages, national origins, disabilities, veteran statuses, and all other legally protected characteristics. Whoever you are, wherever you're from, we’re glad you’re considering joining our team.