Customer Experience Executive Outbound

Key Responsibilities & Accountabilities

1. Outbound Campaigns:
   
• Undertake outbound campaigns to existing and potential customers to gather feedback address concerns and provide proactive assistance.
  
2. Customer Interactions:
   
• Handle customer inquiries concerns and issues through various communication channels ensuring prompt and effective resolution.
  
3. Data Management.
   
• Accurately document customer interactions feedback and relevant information in the relevant System provide insights and feedback to contribute to the continuous improvement of customer experience processes.
  
4. Service Metrics Tracking
   
• Monitor and track key performance indicators (KPIs) such as reach rate response times customer satisfaction scores and resolution rates.
  
5. Product/Service Knowledge.
   
• Stay informed about the company s products services and policies to effectively communicate information to customers. Continuously update knowledge base with the latest information to better assist customers.
  
6. Service Recovery:
   
• Undertake servicerecovery initiatives to aid in rebuilding trust with our customers.
  
7. Service Recovery:
   
• Undertake servicerecovery initiatives to aid in rebuilding trust with our customers.
  
8. Service Quality:
   
• Maintain high standards of service quality adhering to established protocols guidelines and customer service standards.
  

Requirements

Qualifications

A bachelors degree in a businessrelated course. Relevant certifications in customer service or customer experience is an added advantage.

Relevant Experience

2 years in customer experience customer service or any related field.

Skills Knowledge & Abilities

1. Strong interpersonal skills for building rapport active listening and effective communication with customers.

2. Problemsolving skills to address customer challenges and find creative solutions.

3. Empathy and a customercentric mindset to understand and meet the customers needs effectively.

4. Proactive & highly organized