About the role
The Customer Experience Executive will play a pivotal role in ensuring and enhancing customer satisfaction across all touchpoints. Reporting to the Customer Experience Manager, you will be responsible for identifying opportunities to improve the customer experience, resolving issues, and ensuring consistent, high-quality interactions throughout the customer journey.
Key Responsibilities
Customer Engagement and Support
● Proactively engage with customers through various channels, including phone, email, and chat, to understand their needs and provide timely assistance.
● Respond to inquiries, resolve issues, and address customer feedback, focusing on exceeding expectations and first contact resolution.
● Clearly and empathetically communicate with customers via phone, email, or in-person to resolve complaints.
Relationship Building:
● Cultivate and maintain strong relationships with customers, establishing trust and loyalty through effective communication and personalized interactions.
● Demonstrate a customer-centric approach, ensuring that customer needs and satisfaction are at the forefront of all interactions.
Cross-Functional Collaboration
● Collaborate seamlessly with various departments to ensure a holistic and coordinated approach to achieve customer satisfaction.
Problem Resolution
● Investigate and resolve customer complaints or concerns promptly and professionally, ensuring a positive resolution and customer satisfaction.
● Address and resolve customer complaints with a focus on reducing tension and preventing further escalation.
Time Management
● Prioritize and manage multiple tasks, such as responding to customer complaints, documenting cases, and collaborating with other departments, to ensure all responsibilities are handled efficiently.
Process Improvement
● Work collaboratively with cross-functional teams to streamline customer-facing processes and enhance operational efficiency.
● Contribute to the development and implementation of customer-centric policies and procedures.
Product Knowledge
● Develop a deep understanding of our products and services to provide accurate information.
Team Ambassadorship:
● Be the voice of the team in project-related discussions, ensuring that our perspectives, achievements, and challenges are accurately portrayed.
Requirements
- At least 2-4 years of experience in customer experience, customer service and preferably with experience in call centre.
- Strong communication and interpersonal skills.
- Proficient in MS Office applications with excellent keyboard skills.
- Team player who is able to adapt in a fast paced environment.
- Empathy and problem-solving skills with a focus on customer satisfaction.
- Ability to work collaboratively in a team environment.
- Ability to articulate thoughts/ ideas with good communication and interpersonal skills.
