As a Customer Relationship Executive at you’ll be the driving force behind ensuring that both our corporate and Ad-hoc customers have an exceptional experience from start to finish. Your role will be to manage customer relationships, enhance customer satisfaction, and build a loyal customer base for our online cab/taxi hailing service.
KEY DUTIES:
Develop and maintain strong relationships with customers to ensure their needs are met and expectations exceeded.
Develop, manage and coordinate a team of Customer service agents in the department.
Training users on system and application usage.
Serve as the primary point of contact for customer inquiries, concerns, and feedback.
Proactively address and resolve customer issues to ensure a positive experience.
Monitor customer satisfaction levels and implement strategies to improve customer retention.
Analyze customer feedback and trends to identify areas for improvement.
Collaborate with various departments (such as marketing, operations, and product development) to enhance the customer experience.
Develop and implement customer loyalty programs and initiatives.
Provide regular reports and insights on customer satisfaction and engagement metrics.
Stay up-to-date with industry trends and best practices to continuously enhance our customer service.
KNOWLEDGE AND EXPERIENCE:
Bachelor’s degree in Business Administration, Marketing, or a related field.
5+ years of experience in customer relationship management, preferably within the transportation or online services industry.
Strong interpersonal and communication skills.
Exceptional problem-solving abilities and a customer-centric mindset.
Proficiency in CRM software and other customer management tools.
Ability to work collaboratively in a fast-paced environment and flexible working hours.
Excellent organizational and time management skills.
Analytical mindset with the ability to interpret data and make informed decisions
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