The Executive - Customer Experience is responsible for resolving issues, keeping customers updated, analysing trends, supporting clients, managing service schedules, maintaining records, and tracking performance metrics.
The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
To collaborate with departments to address issues, ensure resolutions are effectively implemented, and provide complaint data reports as required.
Keeps customers informed about the progress of their complaints and provides timely answers and solutions.
Analyzes complaint trends to identify areas for improvement.
Provide ongoing support to clients.
Track and monitor client engagement while offering updates and actionable recommendations.
Addresses and resolves client inquiries, concerns, and feedback.
Tracks service plans and delivery schedules for top clients. Shares weekly, fortnightly, and monthly updates with clients to ensure transparency and alignment.
Maintains accurate and up-to-date client records, demonstrates a strong understanding of industry best practices for service delivery schedules, and efficiently manages operations to adapt to evolving requirements and customer needs by reorganizing processes as necessary.
Tracks key performance metrics to measure success.
