Key Responsibilities
Oversee the customer experience journey across online and offline channels, devices, and touchpoints.
Align customer experience strategies with marketing initiatives as well as inform customers about new product features and functionalities.
Participate in roadshows and market activation
Streamline business automation processes to enhance customer interactions and overall satisfaction.
Analysing customer feedback on product ranges and new releases, as well as preparing reports.
Receive and resolve customer complaints from all channels
Document processes and logging technical issues, as well as customer compliments and complaints
Meet the minimum number of daily outbound calls per hour and/or minutes on phone calls
Identify customer needs and take proactive steps to maintain positive experiences.
Work with the CX Manager to design and execute customer relationship programs to boost Customer Lifetime Value (CLV) and cultivate lasting connections.
Elevate customer service experience and engagement to foster organic growth and unwavering customer loyalty.
Manage the customer orientation programs, instilling the essence of “We Care…” in our employees and stakeholders.
Develop feedback surveys and share them with key stakeholders
Prepare weekly telesales reports and share them with the CX Manager
Schedule in-person and online meetings with customers
Research and develop strategies to improve and maintain the overall brand experience
Keep informed of industry trends and new CRM technologies.
Perform other duties as assigned by the Customer Experience Manager
Qualifications
Bachelor’s degree in Marketing, Mass Communications, Advertising, Business Administration, or in a related field.
Minimum of 2 years post-qualification experience as a customer experience officer in a well-structured and process-driven environment
Experience gathering and interpreting customer experience information.
Solid knowledge of online customer engagement platforms and channels.
Proficiency in MS Office and CRM software
Exceptional interpersonal skills and a client-centered approach.
Sound knowledge of data analytics for reporting
Strong understanding of Customer Relations trends and ability to train and grow a team.
Excellent verbal and phone communication skills, with active listening at the core.
Exceptional relationship management abilities and high emotional intelligence.
Experience in or interfacing with Sales and Marketing functions is highly desired.
Apply via :
jobs.smartrecruiters.com