Customer Experience Executive at Usernameâ„¢

Job Description

Reporting to: Head of Finance, Customer Experience and Procurement

Minimum Qualification: Diploma

Principle Duties and Responsibilities

• Conduct regular customer service process reviews and audits to ensure gaps and risks are managed, procedures followed and improvements are effected.
• Handle and/or escalate accordingly the enquiries that come through the customer service contact channels Obtain customer testimonials.
• Prepare customer service reports by collecting, analyzing, and summarizing data and trends.
• Ensuring all relevant communications, records and data are updated and properly stored.
• Identify customer touch points and develop and implement innovative means to serve customers better throughout the customer lifecycle in conjunction with the other teams.
• Come up with ways, criteria and metrics to appreciate customers
• Liaise and communicate with the customers who win during company promotional campaigns.
• Maintain hard and soft copies of clients’ documentation.
• Handle Front office roles in the absence of the Front office Executive when requested by management.
• Identify and assess customers’ needs to achieve satisfaction.
• Check on quality of service offered to the customers as well as compiling the quality reports.
• Handle product recalls requests.
• 
  Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and prepare incidents reports.
• Responsible for compiling and generating reports as they relate to customer service surveys.
• Collect and collate customer feedback and developing actionable changes/improvements.
• Assist in implementing major customer service projects or initiatives.
• Ensure all the required signage is present in the completion documents i.e. by the client and the company directors before and after the documents are taken to the lands office.
• Perform other roles as required as part of the customer service team.

Key Performance Indicators

• Ensure overall Customer Satisfaction
• Monitor overall customer acquisition rate
• Timely Complaint Escalation rate
• Product Knowledge
• Promotion of Customer awareness

Requirements for the Customer Experience Executive Job

• A Diploma/Bachelor’s degree in Customer Experience or related field
• 1 to 2 Years’ experience in Customer Service or Client relations roles.
• Demonstrated ability to manage multiple tasks and compile customer service reports
• Strong analytical, communication and interpersonal skills
• Highly driven with enthusiasm to maintain exceptional customer service and to cope with irate clients.
• Proficiency in computer skills MS Word, Excel, Outlook, Email, Internet and CRM database.
• Good attention to detail, organized, efficient and decisive.
• High degree of accuracy when handling customer data.
• Ability to work independently and as part of a team.