Customer Experience and Insights Executive (BSL2)
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Job Summary
The role holder will interact with customers and colleagues via telephone or electronically to provide and process information in response to enquiries complaints and requests about products and services.
Required Skills:
Managing Customer Expectations Effectively
- Deal directly with customers and internal staff either by telephone or electronically
- Pick calls promptly and respond accurately to customer enquiries and concerns by adhering to the laid down procedures
- Handle and resolve customer complaints within your capabilities
- Obtain and evaluate all relevant information to handle product and service inquiries
- Direct requests and unresolved issues to the designated resource
- Keep records of customer interactions and transactions detailing of all inquiries requests and complaints and actions taken in the available service portal
- Conduct care calls on customer complaints
- Communicate and coordinate with internal departments in resolving customer issues
- Follow up on customer interactions with the relevant departments
- Achieve an audit call rating of 95% on calls
Engage Customers via WhatsApp/Email/Facebook/Website
- Log all complaints and requests as per the process and keep customers updated within the agreed timelines
- Follow escalation procedures as required
- Respond to questions and concerns of customers through the medium of contact and where needed engage the customers in phone calls according to established policies and procedures
- Complete records of conversations ensuring their confidentiality and integrity
- Generate settlement quotations and send via Whatsapp to customers when required
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
