Job purpose:
Responsible for enhancing customer experience, reaching highest level of customer satisfaction, and improving customer retention.
Key accountabilities:
· Implement CRM initiatives and develop customer journey to enhance the overall customer experience.
· Receive and handle different customers requests and complains via call center or walk-ins clarifying the process and procedures and directing them to the concerned parties.
· Follow up with the customers on their requests/ complains to ensure highest level of satisfaction.
· Collaborate with cross-functional teams to develop and implement customer loyalty programs
Maintain and update customer databases, ensuring data accuracy and compliance with data protection regulations
Requirements
- Minimum 2–3 years of experience in customer service, customer experience, or a related field.
- Bachelor’s degree in Business Administration, Marketing, or a related discipline.
- Proficiency in CRM systems and Microsoft Office applications.
- Ability to handle customer inquiries and complaints effectively.
- Experience in implementing CRM initiatives and improving customer journey.
- Strong organizational and follow-up skills.
- Ability to manage and maintain customer data with high accuracy.
- Knowledge of customer loyalty programs and retention strategies.