Job Purpose
The Customer Experience Executive is responsible for driving customer-centric initiatives to enhance the overall customer experience and satisfaction through actively engaging the customer throughout their lifecycle, to ensure the customers’ needs are met and exceeded.
Key Responsibilities & Accountabilities
Outbound Campaigns:
Undertake outbound campaigns to existing and potential customers to gather feedback, address concerns, and provide proactive assistance.
Customer Interactions:
Handle customer inquiries, concerns, and issues through various communication channels, ensuring prompt and effective resolution.
Data Management;
Accurately document customer interactions, feedback, and relevant information in the relevant System, and provide insights and feedback to contribute to the continuous improvement of customer experience processes.
Service Metrics Tracking
Monitor and track key performance indicators (KPIs) such as reach rate, response times, customer satisfaction scores, and resolution rates.
Product/Service Knowledge;
Stay informed about the company’s products, services, and policies to effectively communicate information to customers. Continuously update the knowledge base with the latest information to better assist customers.
Service Recovery:
Undertake service-recovery initiatives to aid in rebuilding trust with our customers.
Issue Resolution:
Work to resolve escalated customer issues, collaborating with relevant teams to ensure timely and satisfactory outcomes.
Service Quality:
Maintain high standards of service quality, adhering to established protocols, guidelines, and customer service standards.
Qualifications
A bachelor’s degree in a business-related course. Relevant certifications in customer service or customer experience are an added advantage.
Relevant Experience
2+ years in customer experience, customer service, or any related field.
Skills, Knowledge & Abilities
Strong interpersonal skills for building rapport, active listening, and effective communication with customers.
Problem-solving skills to address customer challenges and find creative solutions.
Empathy and a customer-centric mindset to understand and meet the customers’ needs effectively.
Pro-active & highly organized
go to method of application »
Interested candidates who meet the criteria above are encouraged to send their application letter and detailed CV to cvs@smartapplicationsgroup.com by 19th April 2024 indicating the position on the Subject Line.
Apply via :
cvs@smartapplicationsgroup.com
