Customer Experience Executive _ Outbound at Smart Applications International Ltd

Job Purpose

• The Customer Experience Executive is responsible for driving customer-centric 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, and 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 the knowledge base with the latest information to better assist customers.

Service Recovery:

• Undertake service-recovery initiatives to aid in rebuilding trust with our customers.

Issue Resolution:

• Work to resolve escalated customer issues, collaborating with relevant teams to ensure timely and satisfactory outcomes.

Service Quality:

• Maintain high standards of service quality, adhering to established protocols, guidelines, and customer service standards.

Qualifications

• A bachelor's degree in a business-related course. Relevant certifications in customer service or customer experience are an added advantage.

Relevant Experience

• 2+ years in customer experience, customer service, or any related field.

Skills, Knowledge & Abilities

• Strong interpersonal skills for building rapport, active listening, and effective communication with customers.
• Problem-solving skills to address customer challenges and find creative solutions.
• Empathy and a customer-centric mindset to understand and meet the customers’ needs effectively.
• Pro-active & highly organized