Customer Experience Executive

Job Description

Duties & Responsibilities

Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position is:

• Handle inbound calls and emails from customers
• Process and respond to customer emails
• Escalate any queries or complaints to your supervisor immediately
• Data entry is performed with high accuracy
• Adhere to team schedule
• Ensures the set target is achieved for quality assurance
• Attend and actively participate in all team meetings, scheduled one on ones and coaching
• Review and process product warranty cases by obtaining customer details, including photos, videos and proof of purchase to validate product warranty claims.
• Assist customers with enquiries related to product installation, troubleshooting and spareparts availability.
  
  

• Establish & maintain effective working relationships with Managers, peers, employees key stakeholders
• Establish and maintain internal and external collaborative relationships, including with functional industry associations, managers, peers & direct reports
• Establish and manage effective relationships with key stakeholders, internal and external, including with industry associations, vendors, Board Executive team
• Problem solving and conflict resolution skills
• Excellence in service delivery
• Proficient written and oral communication skills
• Efficient and accurate typing ability
• Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion
• Addresses and resolves conflict constructively
• Ability to build rapport quickly and effectively
• Maintains service quality under time pressures