Customer Experience ....
Customer Experience Executive Outbound
Posted on :
05-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2692542
Job Purpose
The Customer Experience Executive is responsible for driving customercentric initiatives to enhance the overall customer experience and satisfaction through actively engaging the customer throughout their lifecycle to ensure the customers needs are met and exceeded.
Key Responsibilities & Accountabilities
- Outbound Campaigns:
- Undertake outbound campaigns to existing and potential customers to gather feedback address concerns and provide proactive assistance.
- Customer Interactions:
- Handle customer inquiries concerns and issues through various communication channels ensuring prompt and effective resolution.
- 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.
- Service Metrics Tracking
- Monitor and track key performance indicators (KPIs) such as reach rate response times customer satisfaction scores and resolution rates.
- 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.
- Service Recovery:
- Undertake servicerecovery initiatives to aid in rebuilding trust with our customers.
- Service Recovery:
- Undertake servicerecovery initiatives to aid in rebuilding trust with our customers.
- 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
Employment Type
Full Time
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