Customer Experience Officer

Job Brief:
Customer Experience Officer interacts with existing customers to provide information resolves customers issues identify new requirements and sell new products or additional services for SAP. In addition to managing ticketing system responding to customer queries resolving complaints and collaborating with internal departments to optimize customer services and ensure satisfaction for customers.

Responsibilities:

1. Build excellent and sustainable relationships with customers through open and interactive communication on daily basis

2. Ensure explaining the better way for the customer to report his requests and inquiries through our supporting lines.

3. Good communication with the client across all channels: Emails phone calls messages and ticketing portal.

4. Understand the customer needs and requirement and help solving his requests accordingly with the concerned team.

5. Achieving the department quarterly target and increase the revenue by selling potential services and products to the existing customers.

6. Arrange meeting with projects team members to hand over the account support after golive stage.

7. Conduct a periodic visits and calls with the clients to check their needs and ensure the satisfaction level.

8. Monitor and manage open service calls and ticketing system to handle customer complaints and inquiries

9. Arrange for a daily meeting with team members to assign tickets for each department to provide appropriate solutions within the time limits.

10. Follow up internally with the team about any late and delayed response on the tickets.

11. Arrange for billing and cash collecting for services requested and ensure payments are received on time

12. Prepare with the client for any upgrade plans new releases new features or any bug fixes with the IT department head and ensure the customer is informed by Emails and phone calls for any changes needed.

13. Ensure continuous learning concerning new service and products presented by SAP through reading manuals or documentations presented by SAP.

14. Maintain a thorough knowledge of the organization and adheres to all organizational standards

15. Responsible to keep the customer master data up to date with the mandatory information.

Skills Required:

Communication Skills

Business knowledge

Work under pressure

Problem solving

Felxibility