Customer Experience Executive

24 سبتمبر، 2022

0 5 دقيقة واحدة

الوصف الوظيفي

Position Overview

The Customer Experience Executive primary responsibility is executing the day-to-day action plans developed by the leadership team to ensure best customer experience. The Customer Experience Executive focuses primarily on the areas of customer engagement including the customer service, marketing and tele-sales.

Essential Job Roles:

Maintaining customers focus on all times and answering to customer’s enquiries
Taking ownership of complaint and queries and proactively following through to resolution.
Ensuring that all customers’ queries are well-investigated and resolved, and escalating queries if appropriate to the manager.
Perform various customer service activities, including upselling and handling new & existing accounts.
Sourcing advertising opportunities and placing adverts in the press.
Contributing to, and developing, marketing plans and strategies;
Monitoring competitor activity;
Maintain, grow, and build long term relationships with account portfolio via phone calls, emails, and job quality follow up.
To define and implement performance metrics that will ensure the tracking and continuous improvement of our service delivery to our customer and stakeholder measures and outcomes
Act as a liaison between clients and operations & other departments to ensure efficient service levels are delivered to the clients.
Shares feedback from customers to leadership team to improve overall customer experience
Assisting management and Team Manager with any assigned special projects and providing backup to the team manager when required.
Maintaining and updating customer databases.
Liaising and networking with a range of stakeholders including customers, colleagues, suppliers and partner organizations;
Communicating with target audiences and managing customer relationships.

Skills, Knowledge & Experience Required

Bachelor’s Degree in a related field
2-3 years of related experience.
Detail and results oriented with excellent problem-solving skills and a strong work ethic.
A highly motivated self-starter with a deep understanding of customers' needs.
Excellent communicator, and able to build strong cross-functional relationships, internally and externally.
Ability to multi-task, work quickly and efficiently
PC literacy including MS Office