CX Executive
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Job purpose:
To enhance customer satisfaction by managing queries, improving service processes, and driving customer engagement. This involves ensuring seamless customer interactions across all touchpoints, identifying and addressing gaps in the customer journey, and collaborating with stakeholders to optimize service delivery. To maintain brand reputation, achieve key performance targets, and foster customer loyalty through proactive communication and efficient complaint resolution.
Job responsibilities:
· Handling customer queries such as telephonic calls, emails and chats.
· Executing the business through all the lead sources and improving daily rental counts.
· Regular communication with external stakeholders such as suppliers to identify gaps and opportunities in the customer journey.
· Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints for all kinds of customer interactions, transactions, and engagements.
· Raising red flags wherever the business process, like membership, billing, pre or post-sales needs correction to ensure the Customer has a seamless experience with the company.
· Being a brand ambassador, Ensuring the CX strategies are adhered to for achieving the business goals and KPI's.
· Work with the suppliers to increase the number of rentals, fleet allocation, order confirmation, delivery TATs and supplier billing properly and timely manner.
· Responsible for collecting overdue outstanding from the customers.
· Responsible to ensure achievement of targets related to CS score KPI's, customer acquisition, retention, and complaint management.
· Handle and promote the Customer's reviews to ensure brand reputation and retention.
Educational Qualification
· Bachelor’s degree
Work Experience
· 3-5 years in similar role.
Competencies
· Excellent communication skills and passionate for work.
· Great team player and appreciate working both individually and as a team.
Languages
· Proficient both verbally and in writing English.
Requirements
- •Bachelor’s degree
- •3-5 years in similar role
- •Excellent communication skills
- •Proficient in English (verbal and writing)
Nice to Have
- •Great team player
- •Appreciates working individually and as a team
- •Passionate for work
Responsibilities
- •Handling customer queries (calls, emails, chats)
- •Executing business through lead sources and improving daily rentals
- •Communicating with external suppliers to identify gaps
- •Mapping customer journeys to identify experience gaps
- •Raising issues with membership, billing, pre or post-sales
- •Acting as a brand ambassador
- •Collecting overdue outstanding from customers
- •Achieving targets for CS score, acquisition, retention, and complaint management
Related Jobs
- Scan your CV for errors before AW Rostamani sees it
- Get AI-rewritten bullet points
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60 seconds. $3.99 one-time.