Job Summary:
Customer Service Executive assist the Facility Management business unit while running the Quality Assurance & Communication function of the company. In this role, you will play a vital part in ensuring customer satisfaction and maintaining high-quality standards across our organization.
As the Customer Service Executive, you will assist Facility Management Team to drive customer success and operational excellence. Your primary goal will be to optimize customer experience, promote customer loyalty, and ensuring the renewal of the contract.
Scope of Works of Customer Service Executive
· Deliver excellent customer service to students and stakeholders by promptly addressing inquiries, concerns, and requests.
· Maintain accurate and up-to-date customer records, ensuring that all interactions are properly documented.
· Collaborate with the Customer Services team to identify areas for improvement and implement strategies to enhance service quality and satisfaction.
· Assist in the administration of contracts, including reviewing contract terms, maintaining contract files, and ensuring compliance with contractual obligations.
· Support contract negotiations and renewals by providing necessary documentation and liaising with relevant stakeholders.
· Assist in the tracking and monitoring of contract performance, highlighting any deviations or issues to the appropriate parties.
· Prepare and maintain accurate records, reports, and correspondence related to customer interactions, contracts, and service performance.
· Support the generation of regular reports on customer service metrics, contract status, and key performance indicators for management review.
· Assist in analysing data and identifying trends to provide insights for continuous improvement initiatives.
· Communicate effectively and professionally with students, parents, vendors, and internal stakeholders to address inquiries, provide information, and resolve issues.
· Collaborate closely with other departments, such as Operations, Finance, and Legal, to ensure smooth coordination and alignment of activities.
· Contribute to ongoing efforts to enhance customer service processes and contract management practices.
· Stay updated on industry trends and best practices in customer service and contract administration, sharing knowledge and suggesting innovative ideas.
· Collaborate with cross-functional teams to ensure effective communication and coordination in achieving customer excellence objectives.
· Engage in problem-solving activities, supporting root cause analysis, and implementing corrective and preventive actions.
· Foster a team-oriented approach, promoting collaboration, and knowledge sharing across different departments.
