Customer Experience Executive

Qualifications

• At least 1-3 years experience working in a call center.
  
• Diploma / certificate in public relations, communications or related field.
  
• Some of the key skills required for this role are great communication skills good analytical skills and organizational skills.
  
• Proficiency in data entry and Microsoft Office applications, with strong attention to detail and accuracy.
  

• Oversee and address daily customer issues and disputes.
  
• Adopt and implement a customer relationship system to enhance customer loyalty.
  
• Assist in coordinating with internal teams to ensure seamless customer service.
  
• Handle all inbound calls through the customer care line, maintaining a call success rate of over 90%.
  
• Escalate customer issues to appropriate officers and provide first call resolution.
  
• Engage in cross-selling products during customer calls.
  
• Manage the main customer service email address, ensuring responses are prompt, accurate, and within 12 hours.
  
• Follow up on open email cases to ensure resolution and capture customer feedback for improvement.
  
• Maintain a tidy front office with necessary informational materials, and support in receiving and distributing documents.
  
• Provide courteous and professional service at the reception, anticipating and responding to customer needs effectively.