Customer Experience Officer
Found in: beBee S NG - 4 weeks ago
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
- 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.
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