Customer Experience Executive

Profile

We are looking to bring onboard a Customer Experience Executive to join our operations team.
The role holder will play a front-line role in resolving customer issues and ensuring customer
satisfaction. He/she will address complaints, resolve issues and drive customer satisfaction and retention for the business.
Key Responsibilities
Customer Management:

Handled all incoming or outgoing customer communication from
Kyosk’s customers via various channels and ensure customer queries are addressed in a timely and efficient manner. Updated Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines. Solved customer concerns within the
organization and escalate issues that cannot be solved immediately. Provide prompt & professional replies to all customers queries.
Customer Retention: Provided customers with technical support using the company products.
Provide customers with new information about company services and products including modifications and improvements. Build sustainable relationships of trust through open and interactive communication.
Market Analysis:

Actively drive market analysis initiatives to identify key trends in the market, monitor customer behaviour and share this data with the Customer Service Manager to drive retention and new customer acquisition. Conduct in-person field visits to current customers to
deliver the highest quality of support and address customer questions and concerns to ensure a high level of customer satisfaction