Job Description
This role of HBB Customer Experience Lead will report within Customer Experience Department. He/she will be responsible for developing and leading the customer lifecycle engagements across different touch points to improve customer satisfaction, loyalty and minimizing HBB churn.
Responsibilities
Manage HBB & FWA base through tele-calling
Call new HBB customers to provide products orientation
Call existing customers to get subscriptions and usage behavior insights and provide necessary support when required
Collect products and other related market insights for HBB products and report to management for business turnaround
Collect, analyze, escalate all issues captured from customers during the call and feedback within service level agreement.
Produce daily Tele-calling report and share with relevant stakeholders.
Qualifications
Business related degree with at least 2 -3 years’ work experience in Customer experience.
Good organizational and teamwork skills (ability to get the best out of the team)
Resilient, self-driven and motivated
Excellent and effective communications skills, both orally and written
Customer-centric with good problem-solving skills
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