Summary

• Responsible for identifying customers’ needs and providing appropriate solutions to their complaints and identifying ways to improve our customer service.

Responsibilities

• Tracking customer experiences across online and offline channels, devices, and touch points.
• Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints
• Keeping informed of industry trends and new CRM technologies.?

Requirements

• Candidates should possess a Bachelor’s Degree in Marketing, Communications, Advertising, Business Management, or in a related field preferred.
• At least 2 years’ experience as a customer experience specialist, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.?
• Great organizational and time management abilities
• Excellent verbal & phone communication skills, with active listening
• Excellent relationship management skills and highly developed emotional intelligence