Job Description
Requirements
Bachelors degree in business, marketing, or a
related field
ï· Strong understanding of sales processes,
strategies, and methodologies.
ï· Excellent communication skills (written and
verbal comms)
ï· Proficiency in marketing software and sales
analytics tools.
ï· Strategic thinking and problem-solving abilities.
ï· Ability to adapt to changing market conditions
and competitive landscapes.
ï· With 3-5 years Customer Experience in
corporate set up.
Responsibilities
Customer Support
ï· Provides prompt and personalized support to
customers through various communication
cannels ( Phone, email, chat, social media, client
visitations, etc.)
ï· Address customer inquiries, concerns, and
complaints professionally and efficiently.
Relationship Management
ï· Building and nurtures strong relationships with
customers to understand their needs, preferences
and pain points of subsidiaries.
ï· Acts as the primary point of contact for key
customers and maintain regular communication to
ensure satisfaction.
ï· Customer Retention Rate: Track the percentage of
Customers Who Continue To Use The Company's
products or services over time.
Issue Resolution
ï· First Contact Resolution (FCR): Measure the
percentage of customer issues resolved during the
2
External Customer
Delight
initial contact.
ï· Provide a customer complaint handling,
compensation program and monitoring for all
Business Units.
ï· Collaborate with relevant teams within the
organization to expedite solutions and follow up
until resolution for a specific business unit.
Customer Satisfaction
ï· Create the right culture of communication and
feedback
ï· Cascading CSAT survey from quarterly
ï· Monitoring of CSAT Survey Form
ï· Collecting responses of CSAT survey form
ï· Reporting the total grade / result of CSAT per
Division with Action Plans from Division heads.
ï· NPS - Assess customer loyalty and likelihood to
