Customer Experience Executive _ Outbound at Smart Applications International Ltd

• 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.

• Undertake outbound campaigns to existing and potential customers to gather feedback, address concerns, and provide proactive assistance.

• Handle customer inquiries, concerns, and issues through various communication channels, ensuring prompt and effective resolution.

• 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.

• Monitor and track key performance indicators (KPIs) such as reach rate, response times, customer satisfaction scores, and resolution rates.

• 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.

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

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

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

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

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

• 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

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