Customer Experience Excutive Jobs in Thika Road
Duties and Responsibilities
The job holder will handle all aspects of customer service including customer communication, enquiry handling, customer relations, complaints handling and ensure high quality services to customers in accordance with the best practices of the industry
Customer Journey Comfort
Ensure all the customers are served as per the company standards
Provide information to customers on the Company’s products and services.
Customer Contact & Communication
Ensuring that all phone call and email enquiries are responded to in a timely manner
Maintain constant contact with customers to ensure customer satisfaction and retention;
Monitoring Customer Complaint Resolution
Proactively ensure that all customers’ complaints and enquiries are recorded and responded to promptly and satisfactorily.
Following up on agreed ways of reducing complaints
Customer/Business Survey
Proactively conduct voice of the customer surveys to gather customer feedback
Listening in passively for Voice of the customer
General Company Co-ordination
Attend other Departmental meetings and share pain points for resolution
Offer comfort for Internal Customer Service
Business Support
Follow up leads received at CX and those mined in daily customer interaction
Social media support – monitor and respond to social media feedback
CX Reporting
Generate and maintain customer service reports using the company system
Prepare and submit timely reports and information for decision-making
Company/Customer Events
Assist in coordinating customer service events including customer day.
Support Marketing in organizing any activities that lead to brand enhancement
Personal Growth
Continuous professional development to keep up with current industry trends in the industry.
Any other duties as may be assigned
Key Requirements Skills, experience and qualification
Bachelor’s degree in a business-related field from a recognized institution with 1-year experience
Diploma in a business-related field and 4 years’ experience as a Customer Experience Executive
Relevant experience in a customer facing role
Knowledge of the Company’s products and services.
Effective customer service relations to clients.
Timely and accurate provision of information to clients.
Timely escalation of concerns raised by customers.
Effective follow-up and communication to clients on concerns raised.
Accurate and updated Customer Relations Management database.
Timely and accurate reports
How to Apply
If you meet the above qualifications, skills and experience send CV urgently to [email protected] quoting the job title as the subject line on your email
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