Senior Executive - Customer Experience Management

PRIMARY DUTIES & RESPONSIBILITIES

• Respond     promptly and professionally to incoming customer inquiries by email     within agreed TAT 

• Maintain an     updated knowledge of the organization's products, services, and     customer service policies

      

• Escalate     unresolved issues to the appropriate internal teams

      

• Process and log     incoming emails into the Talisma system.

      

• Establish and     maintain good rapport with customers by using positive language and     anticipating their needs

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• Liaison across     department’s to address and full fill customer issues

      

• Actively     participate in weekly customer service meetings , held to improve     customer satisfaction

      

• Ensure service     delivered to our customers meets contractual Key Performance     Indicator (KPI)

• DESIRED SKILLS

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  • Action     oriented, self-disciplined and organized

        

  • Effective time     management skills and ability to prioritize work time to ensure     productivity and department standards

        

  • Strong command     of written and verbal English

        
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    •  Good         comprehension skills - ability to clearly understand and address         customer issues appropriately         

              

    •  Good         composition skills - ability to compose grammatically correct,         concise, and accurate written responses

          
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  • Ability to     maintain a calm and polite manner in stressful situations

        

  • Ability to work     as part of a team as well as independently

        

  • Willingness to     work in rotational shifts

        

  • Dependable with     strong attention to detail