Duties and responsibilities: As a Customer Experience Executive, you will play a key role in providing exceptional service and ensuring a positive living experience for our tenants. You will be responsible for understanding and addressing the unique needs of co-living tenants, managing their concerns, and enhancing their overall satisfaction. This role involves a combination of customer service, operations, and relationship-building.
Key Responsibilities:1) Customer Engagement:- Proactively engage with customers to understand their needs, preferences, and feedback.
- Foster and maintain positive relationships with customers through regular communication and personalized interactions.
- Identify opportunities to enhance the customer experience and implement solutions.
2) Customer Support:- Serve as the primary point of contact for customer inquiries, providing timely and effective responses.
- Assist customers in resolving issues, answering questions, and providing guidance on our products or services.
- Collaborate with other departments to ensure customer concerns are addressed promptly.
3) Complaint Resolution:- Investigate and resolve customer complaints or issues, ensuring a fair and satisfactory resolution.
- Document customer interactions and feedback for analysis and continuous improvement.
4) Product Knowledge:- Develop an in-depth understanding of our products or services to provide accurate information and recommendations to customers.
- Stay up-to-date on product updates and changes.
5) Customer Feedback:- Solicit and collect customer feedback and reviews.
- Analyze feedback to identify trends and areas for improvement, and communicate insights to the relevant teams.
6) Customer Satisfaction:- Monitor and report on key customer satisfaction metrics.
- Develop and implement strategies to improve overall customer satisfaction and loyalty.
7) Communication:- Maintain open and transparent communication with customers via various channels, including phone, email, chat, and social media.
- Create informative and engaging content to keep customers informed and engaged.
8) Training and Support:- Provide training and support to customers on using our products or services.
- Develop and maintain customer resources, including guides, FAQs, and tutorials.
Qualifications and Skills:- Fresh graduates or experienced applicants in Customer Services are welcome to apply.
- Strong interpersonal and communication skills.
- Proficiency in Microsoft Office and other relevant software.
- Customer Expectations Management and Active Listening Skills.
- Ability to handle queries and objections in a professional manner.
- Emotional intelligence and ability to stay calm when customers are stressed or annoyed.
- Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations.
- Must be able to speak, read and write the required language to support.
- Proficiency in multitasking and navigating multiple chat conversations simultaneously.
