Independent Scheduler

We are growing! We are currently looking to hire an Independent Scheduler to work with us on a contract based remotely from Mexico.

The Operations & Community team oversees the Fieldwork operations of collecting the feedback of appointed potential or existing customers (Evaluators) who evaluate different brands’ touchpoints (physical, online, omnichannel). Your team will be responsible for fostering positive relationships, nurturing and engagement of our community to best answer the needs of our clients.

Who we are:

Founded in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.

At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world’s most iconic premium and luxury brands.

What you will be doing:

You will join a dynamic and fast-paced environment and are responsible for the delivery on time, in full and respecting our quality engagement of our fieldwork in the region.

By engaging the communication and customer service on various touch points (e.g.: social media platforms), you will positively contribute to Community Experience and actively recruit qualified and targeted Evaluators.

We are expecting our Independent Schedulers to display impeccable Customer Service to our Community of Evaluators.

The Independent Scheduler – Operation & Community role is split into four key areas:

• Project Execution: Responsible for timely assignment and execution of fieldwork in full, and in quality
• Partnership: Actively recruit Evaluators in the Americas, based on commercial needs, via tools such as Social Media and Digital marketing.
• Impact: Program feasibility, planning and Calibration
• Quality: Own the quality of our Community Database, quality metrics and reporting

Key Responsibilities:

Operation:

• As a member of the Operation and Community team, you will be primarily responsible for the timely assignment and execution of fieldwork, as per the company’s standards, specific mission / client requirements and project schedule. You will report weekly to your manager to track the completion and quality of the assignments.
• Take ownership of the programs assigned to you, gaining access to more complex fieldwork with time.
• Communicate proactively with the Customer Success team, locally or internationally in program planning, tracking, and optimal completion.

Partnership:

• Anticipate the volume of operation and ensure the Evaluator database is healthy, qualitative and sufficient to operate missions

• Actively (and creatively) recruit Evaluators in defined areas in the region via engagement strategies and tools such as Social Media, targeted recruitment, etc. You will create engaging content to that end.
• Build relationships with our targeted community, both online and offline, when suitable.
• Support actively the local brand awareness such as social media presence of CXG, monitoring and posting following the Company’s guidelines.
• You will be responding to new sign ups, enquiries and comments on various touchpoints in a timely manner.
• Impact
• Support your Manager and the Commercial teams in Market with feasibility studies and recruitment plans
• Work closely with the Customer Success teams around the globe to anticipate needs and special profiles.
• Participate in Calibration meetings with the team, providing constructive feedback internally.
• Monitor and provide feedback on engagement and conversations via social media channels to the Operations & Community team, and Marketing team.
• As your role evolves, you may grow into content creators (tutorials, influencer campaigns, etc.)

Quality

• You will proactively and consistently train, verify and certify and qualitative base of active Evaluators to meet the current and forecasted missions in the operating area(s).
• Support the whole chain of value from the selection and verification of the Evaluators’ profiles, to ensure compliance and accuracy of profiles.
• You may also be tasked with screening and validation, if required.

Requirements

What you will bring along:

You bring to this position engagement, precision and collaboration that you support by. You should also have the below:

• Positive and outgoing personality, who thrives in building relationships.
• Social media experience or interest (personal or professional)
• Excellent communication skills (verbal and writing) as you will be one of the leading voices for our Community. English is a must, and additional languages are a bonus for our Team locally, and around the world!
• Being resourceful, proactive, and having a problem-solving mindset
• Microsoft Office skills required; other software knowledge is appreciated (Canva, Trello, etc.)

Key Competences:

• Interpersonal skills: strong Customer-service orientation
• Rigorous organization and ability to multitask
• Ability to work under pressure and to manage stress.
• Time management and planning/scheduling
• Integrity
• Reliability
• Initiative spirit

Mutual Growth:

What you will learn with our Group: the finesse, science and complexity of Customer Experience in the Luxury Industry. You will work with an active team of professional around the world.

What we hope to learn from you: complete our Team’s skill set with a strong experience in Customer service, Inspire and Delight with your experience, curiosity, and entrepreneur mindset.

If you have what we are looking for, please make sure to attach your updated Resume with your contact details. Should your profile fit the requirements for the role, we will get in touch with you to get a deeper understanding of your profile, to discuss the role in more detail and potential next steps.

To know more about us, please visit our website: https://www.cxg.com